Description

Amazon Now is Amazon's 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. Amazon NOW 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 org's 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, Amazon's 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.

Basic Qualifications

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

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
Experience defining KPI's/SLA's 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 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.

Company - ADCI - Karnataka

Job ID: A10462037

Sr. Technical Program Manager, Customer Experience and AI, Amazon Now (Project Tez)