Amazon's Device Troubleshooting Services team is dedicated to ensuring exceptional customer experiences with our devices and applications. We achieve this by enabling swift, accurate, and privacy-conscious issue resolution. Our mission is to transform extensive device data into actionable insights, significantly boosting product stability and customer satisfaction. We provide end-to-end observability technology solutions, encompassing on-device logging, high-scale data ingestion, advanced analytics, and intuitive troubleshooting interfaces.

This Senior Technical Program Manager role is instrumental in driving key initiatives that enhance the detection, diagnosis, and resolution of issues across the entire Amazon device ecosystem. It's a high-visibility position demanding strong leadership in coordinating diverse engineering teams, data scientists, applied scientists, and business intelligence engineers. You will be pivotal in delivering scalable troubleshooting solutions that elevate customer experience.

Your influence will extend to prioritizing features and gaining buy-in from engineering teams for large, cross-organizational programs. Leveraging your technical acumen, you will drive critical technical trade-off decisions and clearly articulate complex solutions and options to both technical and business leaders. As a key leader, you will shape strategy, define requirements, develop processes, establish schedules, and propel major initiatives forward.

As the Senior Technical Program Manager, you will spearhead critical business collaborations aimed at enhancing the customer experience with Amazon Devices. You will partner closely with senior leadership to identify opportunities for increasing device stability, reducing resource utilization, optimizing costs, and improving overall efficiency.

Furthermore, you will define and implement strategic partnerships that empower Amazon Devices businesses to scale faster, reduce expenses, and operate more efficiently. You will establish robust mechanisms and processes designed to foster continuous improvement and drive operational excellence. Additionally, you will define key performance indicators (KPIs) and design self-serve reports to keep stakeholders informed and engaged regarding program progress.

This role requires a proven track record of 7+ years working directly with engineering teams and 5+ years in technical product or program management. A background of 3+ years in software development is essential, alongside experience managing programs across cross-functional teams, building processes, and coordinating release schedules.

You should have demonstrated experience in owning and driving roadmap strategy and definition. Exceptional English communication skills, both written and verbal, are crucial for fostering seamless interactions with stakeholders at all organizational levels.

Preferred qualifications include 5+ years of experience in project management disciplines such as scope, schedule, budget, quality, risk, and critical path management. Experience defining KPIs/SLAs that drive multi-million dollar businesses and reporting to senior leadership is highly valued. Experience leading highly technical programs involving infrastructure, complex systems, and systems engineering is also a significant asset. Managing communication with geographically distributed teams further strengthens your candidacy.