Senior Technical Program Manager, AI-Powered Network Planning, Network Planning Solutions

About This Role

As a Senior Technical Program Manager, you will lead the roadmap for AI-powered network planning solutions. You will operate at the intersection of Engineering, Science, and Product, architecting AI-Native capabilities to continuously learn, predict, and optimize Amazon's customer service network, driving global business impact.

Responsibilities

• Lead end-to-end delivery of AI-enabled forecasting and capacity optimization initiatives.
• Partner with Engineering, Science, and Product teams to architect and scale systems capable of processing millions of global customer interactions with low latency.
• Manage the transition from legacy to future-state forecasting and capacity planning functions, building and migrating to next-generation AI-native capabilities.
• Influence without authority by building strategic relationships across Customer Service teams to align senior leadership on high-stakes network design decisions.
• Navigate ambiguity and mitigate risk by proactively identifying technical dependencies and organizational bottlenecks, developing robust mitigation strategies.
• Define and scale program mechanisms, driving accountability through clear ownership and establishing rigorous audit mechanisms.

Requirements

• 5+ years of technical product or program management experience
• 7+ years of working directly with engineering teams 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

Qualifications

• Master's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent (preferred)
• 5+ years of technical product or program management experience with 7+ years working directly with engineering teams, and 3+ years of software development experience.

Nice to Have

• 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
• Experience working with Data & AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage
• Master's degree in engineering, statistics, computer science, operations research, business analytics, information systems or equivalent
• Experience in customer service operations, contact center planning, or workforce management
• Experience with AI/ML technologies including forecasting models, optimization algorithms, or GenAI applications

Skills

* Required skills

Benefits