Principal Technical Program Manager, Amazon Customer Service

Summary

Principal Technical Program Manager serving as Single-Threaded Leader for Operational and Engineering Excellence across Amazon's global Customer Service technology organization. Responsible for setting strategic vision and operational governance for engineering health, defining org-wide metrics (security, deployment velocity, pipeline health, system availability, incident reduction), architecting governance frameworks across dozens of partner orgs, and leading executive technical reviews. Will mentor program management talent, develop analytical dashboards for real-time visibility into engineering performance, and partner with product, software, and AI engineering leaders to integrate operational excellence into distributed systems and AI architectures. Requires 7+ years of technical product or program management experience with deep technical acumen in system architecture, infrastructure dependencies, and risk evaluation.