Technical Program Manager III, Customer Outcomes and Resilience Engineering

About the role

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Are you passionate about driving change and transforming how organizations deliver customer resilience at scale? The Customer Outcomes and Resilience Engineering (CORE) organization is seeking a results-oriented Technical Program Manager to create and drive projects and programs that support a unified real-time incident response and complex escalation recovery function into a single AI-first operating model.

You will help deliver work in support of the transformation of a 300+ person organization from reactive to proactive-resolving customer issues, preventing recurrence, and shipping production AI capabilities at scale.

As a Technical Program Manager in CORE, you will lead projects aligned to our regional leaders, helping to own and define how the organization scales customer resilience and onboarding across regions.

Working with Generative AI and Agentic AI technology initiatives, you will partner with business leaders to understand their requirements across critical incidents and escalations, and collaborate with builder teams to create scalable long-term mechanisms that turn every incident into an input that improves the system.

Your work will keep the flywheel between front-line resolution and upstream service improvement compounding quarter over quarter, delivering the Unified Operations set of services that delight our customers.

Key job responsibilities

• Drive end-to-end delivery of complex cross-functional programs that unify incident detection and response with escalation services, managing the lifecycle from requirements definition through implementation and operational excellence
• Partner with regional business leaders and engineering teams to define technical requirements and create scalable mechanisms that transform reactive processes into proactive AI-enabled systems
• Participate in architecture discussions and technical strategy decisions, using your technical judgment to question proposals, test assumptions, and ensure solutions scale to meet the ambitious business case across four global regions
• Build consensus across stakeholders including field operations, engineering, product, and senior leadership by providing clear context on business and technology choices, harmonizing discordant views, and driving crisp decisions
• Analyze program health through metrics and data, proactively identify and mitigate risks before they become blockers, and drive continuous process improvements that simplify operations and eliminate barriers to innovation

A day in the life

You will organize design reviews with partner engineering teams, asking probing questions to ensure designs meet customer needs. You will break down large, complex problems into manageable pieces, create strategic narratives for leadership reviews, and drive resolution of blockers across the organization.

Your proven track record of taking end-to-end ownership will enable you to successfully deliver results in a fast-paced and dynamic business environment where you influence without explicit authority. You will be highly analytical, resourceful, customer-focused, and team-oriented, with the ability to work independently under time constraints to meet deadlines.

Basic Qualifications

• 6+ years of technical product or program management experience
• 7+ years of working directly with engineering teams experience
• 3+ years of software development experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

• 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

Additional information

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Pay and benefits

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave.

USA, TX, Dallas - 148,700.00 - 201,200.00 USD annually

USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually