Principal Program Manager, Customer Service Tech, Customer Engagement Technology

Are you someone who cares about customer experience and wants to be involved in delivering innovative support experiences for customers of Amazon's products using Artificial Intelligence? Then we're looking for you!
We are seeking a Principal Program Manager to join the Customer Engagement Technology (CET) Team. You will be responsible for driving a high-visibility program of utilizing the capabilities of Artificial Intelligence (AI) with Large Language Models (LLMs) to help our Customer Service Associates (CSAs) solve customer problems globally. You will own and execute a complex projects and programs that spans across the globe and multiple organizations within Amazon. You will be a thought leader and innovator within the organization.
The mission of the CET team within Customer Service is to create earth's best Customer Service solutions through both empowering CSAs to help solve our customers' issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Customer Service Associate facing products based on generative AI.
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 them to prioritize projects, meet objects and adhere to business plans towards 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. You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure and handover.
Key job responsibilities
- Drive program objectives - provide program management and define project plans, manage implementation activities, and develop processes, documentation and communications for program/process rollout and ongoing support for using generative AI to help CSA's provide earth's best Customer Service experiences across multiple stakeholders
- Develop change processes associated with program rollout and ongoing support without the need to create bespoke solutions unique to every org/marketplace
- Serve as SME for LLM based Customer Service associate experiences and engage stakeholders across Amazon for how our Customer Service AI powered tools can support use cases outside of CS
- Clearly communicate goals, roles, responsibilities, and desired outcomes
- Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders
- Track delivery against program objectives and implement proposals to improve program services and efficiencies
We are open to hiring candidates to work out of one of the following locations:
Austin, TX, USA | Dallas, TX, USA | Phoenix, AZ, USA | Seattle, WA, USA