Sr Technical Program Manager, Selling Partner Experience

Job description

Description
Do you want to play a role in the transformation of Selling Partner Support?

We are recruiting a TPM to help us craft our next-generation support experiences, using improved UX and GenAI orchestrated solutions to rapidly increase the range of automated and guided solutions we offer to Selling partners needing support.

Over the last seven years, we have built guided experiences that SPs and Support Associates use to get quick, accurate resolution when they encounter problems.

We now have 67 self-service and 49 Associate Workflows in 21 marketplaces, translated into 34 languages, covering 55% of Seller issues, used 138MM times in 2024.

In 2024, our team eliminated 10MM Seller contacts by automating resolution to their problems without requiring an Associate.

We also eliminated nearly 1500 defects in our production experiences, reducing handle time and case re-open rates.

Over the next three years, we are reinventing what types of solutions that we develop, aligning with upstream experience teams on those experiences we believe they should take over from our team and deprecating the experiences we have built, and creating a GenAI-based set of solution building tools.

In this role you will be driving the development schedule from design to release, making appropriate tradeoffs to optimize time-to-market, and clearly communicating goals, roles, responsibilities, and desired outcomes to internal cross-functional teams.

You will interact with a broad cross section of the Amazon organization as you clarify ambiguous issues and negotiate effective technical solutions between development and business teams.

You will anticipate bottlenecks and escalate issues when required in order to ensure on-time delivery, will be responsible for managing all of the organization and mechanisms required to ensure that we are making progress across our key investment themes, we have the right mechanisms to get inputs from our customers, stakeholders, and leaders and that we are reliable in our responses, and that we continually evaluate and commit to improving our team velocity.

Key job responsibilities
* Oversee the integration of GenAI capabilities into existing workflow solutions while ensuring maintenance of quality and accuracy standards.
* Understand the architecture of the systems you work with (e.g., workflows, APIs, design limitations, and maintenance requirements).
* Build project plans , set milestones, establish mechanisms, and bring the right people together to solve technical problems and ensure successful delivery.
* Coordinate with leaders and stakeholders in multiple teams across Tech, Business and Operations to drive data-driven decisions and alignment
* Dive deep into technical blockers, and work with development teams to unblock delivery or find a path to resolution.
* Create technical design documents, influence technical priorities, and apply project management best practices to increase the effectiveness and impact of your programs.
* Communicate ideas effectively, both verbally and in writing, to all types of audiences.
* Facilitate cross-functional communication and collaboration ensuring all stakeholders are informed and aligned throughout the project lifecycle.
* Lead and coordinate API integration and automation projects, ensuring team alignment and timely delivery.

Proactively identify and resolve issues by collaborating with service owners and engineers to maintain project goals.
* Lead the resolution of contentious issues, drive escalations, identify and mitigate risks for project delivery, and ensure regular status reporting.
Basic Qualifications
- 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
Preferred Qualifications
- 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 an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets.

The base pay for this position ranges from $133,900/year in our lowest geographic market up to $231,400/year in our highest geographic market.

Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Amazon is a total compensation company.

Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits .

This position will remain posted until filled.

Applicants should apply via our internal or external career site.

Required Skill Profession

Other General