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DESCRIPTION

Amazon's Customer Service is pioneering intelligent self-service and automation through cutting-edge GenAI technologies. We are seeking an exceptional Sr. Technical Program Manager to drive the development and deployment of innovative GenAI chatbots, voicebots, intelligent search, and generative touch experiences within our Self-service and Automation (SSA) Science team.

As Sr. Technical Program Manager, you will provide leadership and structure across high-impact science workstreams spanning algorithmic enhancements, new product feature launches, and engineering operational excellence initiatives. You will collaborate extensively with cross-functional teams of applied scientists, software developers, product managers, and organizational leaders to align priorities, manage dependencies, and ensure focus on the highest value customer experience opportunities.

Key job responsibilities
- Own the full lifecycle planning and execution of multiple complex, concurrent AI/ML and automation programs
- Develop comprehensive program plans, drive critical path decisions, manage risks/issues, and ensure on-time delivery
- Coordinate across product and engineering teams to synchronize workstreams and meet commitments
- Provide technical guidance on enhancing algorithm performance, accelerating speed-to-market, and optimizing processes
- Handle cross-team communication, stakeholder expectations management, and organizational priority alignment
- Instill structured execution processes within autonomous agile teams across rapidly evolving technical domains
- Perform data-driven analysis to develop strategies and guide the team towards key operational goals

A day in the life
In this role you will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence priorities to meet shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.

About the team
SSA Science is a single-threaded team that has line of sight to developing the most innovative and delightful customer service experiences on the planet.