Technical Program Manager, Customer Experience and Business Trends

DESCRIPTION

Amazon is seeking a Technical Program Manager to join our Customer Experience and Business Trends (CXBT) team - a team that uses technology and innovative methods to assess and improve Amazon's customer experience! This person should be customer-obsessed, data-oriented, technologically hands-on, and excited to innovate.

You will be a core member of our product and engineering teams, driving the success of our products, tools, and capabilities to enable our organization to deliver insights and analysis at pace. We work across multiple Amazon Stores categories (e.g., consumer electronics, apparel) and tech teams (e.g., search, personalization), partnering with senior business leaders in strategically developing and improving the shopping experience on Amazon.

As our product suite has rapidly grown in recent months, with ever-increasing demand from users, we are looking for a TPM who can coordinate across products and cross-functional teams, establishing and scaling core operational mechanisms and ensuring we are aligned to the right priorities as we move fast. The role will involve regular travel Bangalore to work closely with our engineering team.

A successful TPM will build a holistic view and a deep understanding of the relevant tech stack and business needs. As a TPM, you will anticipate bottlenecks and tradeoffs, break down complex projects into actionable modules, and build stakeholder consensus through well-crafted program documents and exceptional verbal communication. Your technical knowledge is crucial to evaluate customer impact, while balancing product cost, quality, and schedule to solve problems effectively at speed. The role will suit someone who enjoys collaborating across our wider suite of products and capabilities to drive impact on high priority business needs.

You should be passionate about improving Amazon's end-to-end processes and technology, and building partnerships across business and development teams to drive changes. You have the proven ability to dive deep into complex systems and metrics and understand the business context behind the data and technology. You will be responsible for using innovative technology and seeking out best practices.

This role will allow you to make a real impact on our business from Day 1, and provide a dynamic, innovative and fast-paced environment to constantly build your skill set and address new challenges.

Key job responsibilities
- Oversee scoping of technical resources required to deliver the technical design across teams.
- Hold partner engineering teams accountable for setting and delivering ambitious goals.
- Drive implementation of technical tasks, monitoring key dependencies and reporting risks/issues/blockers. Manage ambiguity and a fast-evolving product portfolio throughout.
- Engage with software developers and technical product managers to reach decisions on hotly debated technical topics. Stay at the forefront of technology advancements and drive product/engineering teams to push the tech frontier.
- Deeply understand user needs for the product suite, and partner with users as they onboard onto complex deployments. Regularly drive conversations with users and dive deep on their feedback to identify high-impact improvements, alongside product managers.
- Lead and manage core product operational workstreams including customer support team, device infrastructure labs and operational efficiency plans, collaborating with external partner teams to deliver.
- Lead quarterly business review series and VP goal updates, working across teams to prepare reporting and surface key debates for alignment. Own strategic planning and vision documents for leadership discussions and annual planning cycles.
- Support hiring and onboarding of new team members and contribute to our high performing culture.

A day in the life
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.

BASIC QUALIFICATIONS

- Experience in technical program management working directly with software engineering teams
- Professsional software development experience

PREFERRED QUALIFICATIONS

- Bachelor's degree in engineering, computer science or equivalent
- Proficiency in 1+ modern software language (e.g., Python, Java)
- Familiarity with front-end technologies such as HTML and JavaScript, and back-end technologies such as Python, Java, and SQL, enabling effective collaboration with engineering teams
- Proficiency in cloud services, web technologies, virtualization, developer tools, and user interface design
- Experience in managing projects across cross-functional teams, for successful software products and features that are used by and make an impact for an organization
- Experience with project management disciplines including scope, schedule, budget, quality, along with risk and critical path management
- Experience building sustainable processes and coordinating release schedules
- Experience influencing roadmap strategy and definition, including defining KPIs used to drive multi-million dollar businesses and reporting to senior leadership
- Experience contributing to engineering discussions around technology decisions related to a product
- Proven ability to find simple solutions to complex problems
- Proven ability to effectively communicate with both business and technical teams; can communicate technical concepts to a non-technical audience

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.