Technical Program Manager, Customer Success

• 7+ years of working directly with engineering teams experience
• 5+ years of technical product or program management 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
• Bachelor's degree in engineering, computer science or equivalent

As a Technical Program Manager, you will wear multiple hats, including being a technical consultant and end-to-end system expert, rolling out new robotic technologies and products, and advocating for customer needs back into AR. You will use data to deep dive system functionality, evaluate operational best practices, tools, and promote new AR technology to ensure optimal robotic system health and performance, driving mitigations and corrections with technical teams, and influencing long-term root cause corrective actions.
You will work cross functionally to aid support of new product roll outs and experimentations in their region. You are also expected to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required. As the conduit from the FC back to AR you will be expected to work closely with AR Product Management and Field Support teams to influence product development and adoption by reporting on and prioritizing enhancements and issues from the field.
Key job responsibilities

• System health, operational performance, and continuous relationship with the Fulfillment Centers in a regional hub
• Provide local site presence, maintain relationships with site managers, and act as an on-site escalation point for complex site and network-wide issues
• Provide requirements and “voice of the customer” feedback and influence product and technical teams to drive long-term mitigation of performance issues and customer needs.
• Dive deep into data and operational or technological issues, provide clear resolution and path forward. Solve problems that span support, software, hardware, and system performance teams
• Contribute to and leverage best practices and standards, staying current on both the technology and product to anticipate and prevent unnecessary escalations
• Own investigation and resolution of customer questions and issues at various levels of complexity and customer impact, escalating where necessary
• Identify and drive improvement opportunities regionally and to the global network through technical and/or operational changes.
• Assist with new product/feature introduction in alignment with the product development organization
• Develop training documentation and mentor other team members
• Drive the development of automation tools to reduce failures and manual task execution, therefore improving overall application performance and availability

A day in the life
Amazon offers a full range of benefits for you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
We are open to hiring candidates to work out of one of the following locations:
North Reading, MA, USA

• 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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Health insurance, Dental insurance, 401(k), Paid time off, Parental leave, Vision insurance