The AWS Commerce Platform - Escalations Team is looking for a Sr. Technical Program Manager to join our team in Seattle, WA. AWS Commerce Platform enables customers to purchase products and services and provides tools for customers to interactively understand their bills. As the nexus of AWS services and end-customers, we work closely across all AWS teams to ensure that we offer a great customer experience. The Escalations Team is dedicated to managing critical escalations, facilitating customer and leadership communications, and handling large-scale customer impacting events. We are the single-threaded owners that are persistent on finding a solution while providing reporting and transparency. Our team partners with teams across AWS to develop process improvements to improve the customer experience. We are in need of a collaborative, adaptable, and results-driven Sr. Technical Program Manager to help solve complex, large-scale technical escalations. We’re looking for a self-starter who’s passionate about innovating technical processes and products to provide an exceptional experience for both internal and external customers.

Key job responsibilities
This role will give you the opportunity to lead technical escalations across AWS, to help define the next generation of billing, payments and cost management related processes. In this role, you will:
* Sift through competing priorities and complex requirements to clarify and solidify the billing accuracy and experience improvement roadmap.
* Collaborate with product owners, operations and partners to bring the roadmap to fruition, and define and monitor metrics that measure the success of the portfolio.
* Responsible for the building-up and maintenance of governance structures, driving effective decisions and report-outs to wider stakeholder groups.
* Break things to see how they work, improve on what works, discard what doesn't, and learn from both. Do all of this using data driven approaches that measures billing accuracy and experience improvement.
* Demonstrating strong tech and solution knowledge, understanding of billing lifecycle , understanding constraints in implementation and technology.
* Drive process optimization to fully exploit the technology and non-technology solutions while balancing the customer experience and business need for flexibility.
* Manage through high ambiguity to solve complex problems.- 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- 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

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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.