Principal Technical Program Manager, Amazon Customer Service

Description
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 firefig...