Sr. Technical Program Manager, Customer Experience and AI, Amazon Now (Project Tez)
Job Location:
Monthly Salary:
Posted on:
Yesterday
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Amazon Now is Amazons quick commerce business one of its largest and fastest growing running 8 marketplaces and handling 700k orders a day scaling to 2MM by year end. Tez CX is the customer experience org behind it. We are looking for a Sr. Technical Program Manager to own the customer experience end to end and build AI as a worldwide platform for Quick Commerce.
This role owns the journey from storefront through checkout and into delivery returns and lifecycle and on top of it drives the three largest bets in the org: AI as a platform capability built once and run everywhere customer service as a first class product experience and the growth of what the store sells through product and selection discovery expansion. The north star is surfaceless shopping where customers shop by intent and the platform does the rest.
Key job responsibilities
- Own the AI platform roadmap for Quick Commerce from foundations (context evaluation guardrails) through customer facing capabilities (discovery basket building AI assisted support) targeting less than 3 seconds from intent to basket and 80% self served support.
- Stand up customer service as a managed tech and product program driving contacts per order from 5% toward below 0.1% a direct lever on profitability at 2MM orders a day.
- Drive multi region stores with overlapping catchments and selection growth across categories.
- Own the cross surface programs from storefront and merchandising through personalization cart and checkout that turn a visit into an order.
- Own the delivery promise tracking post order returns and refunds experience.
- Own notification and lifecycle programs including LiveKit a worldwide real time platform Tez CX operates for all of Amazon.
- Own deals offers and savings programs that shape what a customer pays.
- Run weekly roadmap reviews with engineering counterparts bi monthly roadmap planning cycles AI syncs and workshops and ML coordination.
A day in the life
You start the day reviewing AI experiment results and customer metrics across marketplaces. Mornings are spent in roadmap reviews with SDMs and principal engineers aligning technical design with what reaches the customer. You run AI workshops where teams demo new capabilities and decide what ships next. Afternoons shift to customer service program reviews tracking CPO trends and unblocking self service launches. You coordinate across shopping post order and growth teams to ensure each surface ships as one experience. You represent the customer experience in leadership forums where the orgs biggest bets are reviewed. Your internal stakeholders are engineering managers principal engineers product managers and org leadership. Your customers are the hundreds of thousands of shoppers who use Amazon Now every day across 8 marketplaces.
About the team
Tez CX is the customer experience org for Amazon Now Amazons quick commerce business. We build and operate the full shopping journey across 8 marketplaces including India MENA North America EU UK and Japan. We run Tier 1 services at thousands of transactions per second. Some of what we build has become canonical worldwide platforms the rest of Amazon runs on LiveKit and our proprietary design system among them. We are at an inflection point building AI as a platform capability standing up customer service as a designed experience and growing what the store sells each cutting across across and beyond customer facing surfaces.
- 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
- Experience with software development lifecycle and Agile methodologies
- Understanding of AI and ML concepts model lifecycle and how AI systems are built and evaluated
- 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 KPIs/SLAs used to drive multi-million dollar businesses and reporting to senior leadership
- Experience in a high volume transactional and distributed system environment
- Experience building or operating AI/ML platforms or AI powered customer experiences
- Experience launching products across multiple countries or regions simultaneously
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
This role owns the journey from storefront through checkout and into delivery returns and lifecycle and on top of it drives the three largest bets in the org: AI as a platform capability built once and run everywhere customer service as a first class product experience and the growth of what the store sells through product and selection discovery expansion. The north star is surfaceless shopping where customers shop by intent and the platform does the rest.
Key job responsibilities
- Own the AI platform roadmap for Quick Commerce from foundations (context evaluation guardrails) through customer facing capabilities (discovery basket building AI assisted support) targeting less than 3 seconds from intent to basket and 80% self served support.
- Stand up customer service as a managed tech and product program driving contacts per order from 5% toward below 0.1% a direct lever on profitability at 2MM orders a day.
- Drive multi region stores with overlapping catchments and selection growth across categories.
- Own the cross surface programs from storefront and merchandising through personalization cart and checkout that turn a visit into an order.
- Own the delivery promise tracking post order returns and refunds experience.
- Own notification and lifecycle programs including LiveKit a worldwide real time platform Tez CX operates for all of Amazon.
- Own deals offers and savings programs that shape what a customer pays.
- Run weekly roadmap reviews with engineering counterparts bi monthly roadmap planning cycles AI syncs and workshops and ML coordination.
A day in the life
You start the day reviewing AI experiment results and customer metrics across marketplaces. Mornings are spent in roadmap reviews with SDMs and principal engineers aligning technical design with what reaches the customer. You run AI workshops where teams demo new capabilities and decide what ships next. Afternoons shift to customer service program reviews tracking CPO trends and unblocking self service launches. You coordinate across shopping post order and growth teams to ensure each surface ships as one experience. You represent the customer experience in leadership forums where the orgs biggest bets are reviewed. Your internal stakeholders are engineering managers principal engineers product managers and org leadership. Your customers are the hundreds of thousands of shoppers who use Amazon Now every day across 8 marketplaces.
About the team
Tez CX is the customer experience org for Amazon Now Amazons quick commerce business. We build and operate the full shopping journey across 8 marketplaces including India MENA North America EU UK and Japan. We run Tier 1 services at thousands of transactions per second. Some of what we build has become canonical worldwide platforms the rest of Amazon runs on LiveKit and our proprietary design system among them. We are at an inflection point building AI as a platform capability standing up customer service as a designed experience and growing what the store sells each cutting across across and beyond customer facing surfaces.
- 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
- Experience with software development lifecycle and Agile methodologies
- Understanding of AI and ML concepts model lifecycle and how AI systems are built and evaluated
- 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 KPIs/SLAs used to drive multi-million dollar businesses and reporting to senior leadership
- Experience in a high volume transactional and distributed system environment
- Experience building or operating AI/ML platforms or AI powered customer experiences
- Experience launching products across multiple countries or regions simultaneously
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
About Company
Free shipping on millions of items. Get the best of Shopping and Entertainment with Prime. Enjoy low prices and great deals on the largest selection of everyday essentials and other products, including fashion, home, beauty, electronics, Alexa Devices, sporting goods, toys, automotive ... View more
