Principal Technical Program Manager, Amazon Customer Service

We are seeking an Principal Technical Program Manager to build and lead a critical program intake function for Amazon Customer Service (CS). This role will establish the operational framework that ensures every change request—from new business launches to technical solutions—is properly triaged, assessed for readiness, and implemented with excellence. You will be the orchestration layer between business partners, product teams, technology organizations, and operations, ensuring we balance customer experience, technical feasibility, and operational capacity in every decision. This role requires a unique combination of technical depth, operational acumen, and strategic thinking. You will assess both human-based solutions (impacting forecasting, training, and network capacity) and technical/automated self-service solutions (requiring architectural review and integration planning). Your intake function will be the quality gate that prevents reactive firefighting and enables proactive, customer-backward solutioning. Key job responsibilities - Intake & Assessment - Design intake mechanisms for CS change requests, establish complexity scoring frameworks, and route initiatives to appropriate teams using standardized evaluation criteria - Design and Solutioning – Partner with product and business teams to invent the optimal customer service solution for each launch. - Readiness Evaluation - Assess technical and operational readiness including architecture review, integration dependencies, training needs, and network capacity constraints in partnership with - Network Planning Solutions - Implementation & Execution - Develop comprehensive support plans with clear ownership and milestones, drive cross-functional alignment, and build mechanisms to track progress and escalate risks - Continuous Improvement - Instrument the intake process to measure cycle time and quality, identify complexity patterns to build reusable frameworks, and evolve criteria based on lessons learned About the team CS Service Design is the customer journey design authority across Amazon Customer Service, responsible for setting standards for all CS experiences and ensuring they contribute positively to Amazon's long-term growth. This leader partners with program owners across Amazon's diverse business portfolio—from WW Amazon Stores to Devices & Digital to emerging ventures—to assess business needs and drive customer-obsessed product excellence. The organization owns the end-to-end CS experience strategy spanning all customer use cases, manages the unified intake point for new program launches requiring CS support, and owns the content strategy to empower both self-service and associate experiences with accurate, comprehensive knowledge. Service Design also builds critical technical products including a scalable policy management system and surprise-and-delight customer engagement experiences, while leading the technical program management function that assesses initiative complexity and routes work across CS teams.