Have you ever wondered what it takes to make millions of complex global interactions feel effortless? We are looking for builders who are obsessed with the 'how' behind perfect customer experience to join Network Planning Solutions. Here, you’ll do more than just develop software; you’ll create 'delight' by delivering exactly what our customers need, right when they need it. If you’re ready to turn complex technical hurdles into intuitive human experiences, you’ve found your team.

Network Planning Solutions architects and orchestrates Amazon’s customer service network of the future. By building AI-native solutions that continuously learn, predict and optimize, we deliver seamless customer experiences and empower associates with high-value work - driving measurable business impact at a global scale.

As a Sr. Technical Program Manager, you will own the roadmap that makes this vision real. Operating at the intersection of Engineering, Science, and Product, you will architect AI-Native capabilities that continuously learn, predict, and optimize. You will lead cross-functional partners to deploy end-to-end orchestration solutions that redefine our global network.

• Key job responsibilities
• Lead end-to-end delivery of AI-enabled forecasting and capacity optimization initiatives that proactively anticipate customer needs and network demand.
• Partner with Engineering, Science, and Product teams to architect and scale systems capable of processing millions of global customer interactions with low latency.
• Manage the transition from legacy to future-state: Maintain business continuity of current forecasting and capacity planning functions while building and migrating to next-generation AI-native capabilities.
• Influence without authority: Build strategic relationships across Customer Service teams to align senior leadership on high-stakes network design decisions.
• Navigate ambiguity and mitigate risk: Proactively identify technical dependencies and organizational bottlenecks, developing robust mitigation strategies to maintain high-velocity delivery.
• Define and scale program mechanisms: Drive accountability through clear ownership and establish rigorous audit mechanisms to ensure consistent execution against strategic objectives.

A day in the life
Your day will be a dynamic blend of strategic planning and collaborative problem-solving. You'll work closely with engineering, science, and product teams to develop AI-native capabilities that continuously learn and optimize our customer service network. Expect to dive deep into complex technical challenges, translating intricate systems into elegant, user-centric solutions.

About the team
We are Network Planning Solutions, a team dedicated to reimagining customer service through intelligent, adaptive technologies. Our vision is to create a network that doesn't just respond to customer needs but anticipates and proactively addresses them. By leveraging advanced AI and machine learning, we're building the future of customer interaction.

Basic Qualifications

• 5+ years of technical product or program management experience
• 7+ years of working directly with engineering teams experience
• 3+ years of software development experience
• 5+ years of technical program management working directly with software engineering teams experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
• Master's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
• Experience in customer service operations, contact center planning, or workforce management
• Experience with AI/ML technologies including forecasting models, optimization algorithms, or GenAI applications

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually