Principal Program Manager, Amazon Customer Service

Amazon • Seattle, WA

10h

About The Position

Are you ready to be on the frontlines of the next transformation of customer service at global scale? We're seeking a Principal Program Manager to serve as Chief of Staff and Technical Advisor for CS Network Solutions—the team reinventing how Amazon operates the world's largest customer service network through AI-Native capabilities. In this role, you'll be the strategic multiplier who drives the rhythm of business, ensuring seamless execution across planning cycles, communications, and organizational alignment. You'll orchestrate complex, ambiguous initiatives that span technology, operations, and product organizations, translating vision into action while maintaining strategic altitude. Your responsibilities include managing cross-functional program coordination, executive updates and briefings, stakeholder communication, and best practice sharing. You'll drive OP1/OP2 planning processes, budget management and finance partnership (including integration with finance systems and clear attribution of cost), continuous improvement initiatives, organizational health assessments, onboarding and integration, convergence, and change management. This isn't a traditional program management role—it's the opportunity to shape the future of customer service operations through AI-Native inventions, working at the intersection of strategy, technology, and operational excellence to deliver breakthrough results for millions of customers daily. A day in the life Your day begins preparing executive briefings and synthesizing overnight updates across AI-Native platform development. Morning brings leadership syncs where you facilitate strategic decisions, manage follow-ups, and ensure organizational alignment. Mid-day involves coordinating cross-functional stakeholders on planning, budget reviews, and program status updates. Afternoons often include deep-dive sessions on continuous improvement initiatives, change management efforts, and organizational health assessments. You'll close your day preparing communications for tomorrow's executive forums, ensuring the rhythm of business runs seamlessly while translating complex technical and operational challenges into clear strategic recommendations that drive breakthrough results. About the team CS Network Solutions is reinventing the customer service operating model by working backwards from the customer journey. We own the end-to-end design, orchestration, and observability of Amazon's customer service network, delivering cost-efficient, reliable, consistent, and high-quality customer journeys across every touchpoint. Our mission is built on four pillars: Predict, Orchestrate, Observe, and Optimize. We're building AI-Native capabilities that transform how the world's largest customer service network operates, ensuring every customer interaction is seamless regardless of channel. Join us in shaping the future of customer service at Amazon scale.

Requirements

• 7+ years of working cross functionally with tech and non-tech teams experience
• 7+ years of program or project management experience
• 7+ years of managing, analyzing and communicating results to senior leadership experience
• Bachelor's degree
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining program requirements and using data and metrics to determine improvements
• Experience delivering projects within scope, time, budget and quality

Responsibilities

• Serve as Chief of Staff and strategic right hand to CS Network Solutions leadership, driving the rhythm of business including cross-functional program coordination, executive updates and briefings, stakeholder communication, and best practice sharing
• Own planning processes, ensuring seamless execution across planning cycles while managing organizational alignment, priority setting, and strategic decision-making forums that keep teams synchronized on goals
• Lead budget management and finance partnership activities, including integration with finance systems, clear cost attribution, and continuous monitoring to optimize resource allocation and investment decisions
• Orchestrate complex, ambiguous initiatives spanning technology, operations, and product organizations, translating leadership vision into actionable execution plans while maintaining strategic altitude across diverse stakeholder groups
• Drive continuous improvement initiatives and organizational health assessments, identifying opportunities to enhance team effectiveness, streamline processes, and strengthen operational excellence
• Manage change management and convergence efforts as the organization scales AI-Native inventions, ensuring smooth onboarding and integration of new team members, processes, and capabilities
• Facilitate high-stakes decision-making forums and executive communications, preparing leadership for critical meetings, synthesizing complex information into clear recommendations, and ensuring follow-through on commitments
• Partner with cross-functional teams to ensure AI-Native platform development remains aligned with organizational strategy and customer needs

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Principal