Lead Technical Program Manager

2 weeks ago

Seattle, Washington, United States Amazon Full time

About the Role

The AWS Sales, Marketing, and Global Services (SMGS) division is tasked with driving revenue and fostering growth across a diverse range of customers, from small and mid-market accounts to large enterprise clients, including those in the public sector.

We are in search of a seasoned Senior Technical Program Manager who is eager to be part of a dynamic team filled with intelligent and passionate individuals dedicated to cloud computing. This position plays a crucial role in shaping the customer experience with AWS Support.

We cherish individual expression and respect diverse opinions, fostering a collaborative culture where everyone can contribute meaningfully. Our varied backgrounds and perspectives enhance our capability to fulfill Amazon's mission of being the most customer-centric company on Earth.

The tooling and augmentation technology team within AWS is focused on proactively preventing issues by leveraging insights gained from our support interactions. Our goal is to manage these interactions with high quality and efficiency. To realize this vision, we invest in innovative technology aimed at eliminating root causes of customer inquiries, developing self-service tools that empower customers to resolve issues independently, and equipping our Support Engineers and Customer Service Associates with automated tools to streamline routine processes and ensure consistent, high-quality resolutions.

Our team comprises product managers, program managers, software development engineers, and various operational specialists, operating at a global scale across more than 50 locations.

If you are an innovator excited about redefining how Amazon facilitates customer success on a global scale, this is the opportunity for you. You will have the chance to drive transformative change that impacts millions of users worldwide.

We seek a Senior Technical Program Manager with a strong sense of ownership and a passion for crafting innovative solutions to complex challenges at an unprecedented scale. This leader will oversee strategic planning and execution of large, intricate launches across multiple organizations.

The ideal candidate is an experienced technical program manager who thrives on tackling challenging problems characterized by their complexity and ambiguity, and is adept at designing solutions that address persistent customer issues. A proven track record of successfully managing and launching technical products or programs is highly desirable.

This role necessitates collaboration and influence across Amazon's product and technology teams spanning various businesses and regions, leading to a direct reduction in customer contacts and overall cost efficiencies. The ideal candidate will be passionate about enhancing customer experience, fostering innovation, and building cross-team partnerships to drive business impact. You will collaborate with multiple Program, Product, and Tech Teams to enhance the customer experience, creating significant impacts on our systems, business, and most importantly, our customers.

About AWS

AWS is the world's most comprehensive and widely adopted cloud platform. We pioneered cloud computing and continue to innovate, which is why customers ranging from successful startups to Global 500 companies rely on our extensive suite of products and services to power their operations.

Inclusive Team Culture

At AWS, we embrace a culture of learning and curiosity. Our employee-led affinity groups promote inclusion and empower us to celebrate our differences. Ongoing events and learning experiences, such as our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to continually embrace our uniqueness.

Mentorship & Career Growth

We are committed to raising our performance standards as we strive to become Earth’s Best Employer. You will find abundant opportunities for knowledge-sharing, mentorship, and other career-enhancing resources to help you grow into a well-rounded professional.

Work/Life Balance

We prioritize work-life harmony. Achieving success at work should not come at the expense of personal sacrifices, which is why we promote flexibility as part of our workplace culture. When we feel supported both at work and at home, there is no limit to what we can achieve in the cloud.

Basic Qualifications

  • Bachelor's degree in engineering, computer science, or a related field
  • 5+ years of experience in technical product or program management

Preferred Qualifications

  • Master's Degree in Computer Science or a relevant engineering discipline

Amazon is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

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