Principal Program Manager – Amazon Customer Service | CS Network Solutions

Job Description

Company: Amazon.com Services LLC
Location: Seattle, WA
Job Type: Full-Time

About the Role

Amazon is transforming the world’s largest customer service network through AI-Native capabilities. We are seeking a Principal Program Manager to act as Chief of Staff and Technical Advisor for the CS Network Solutions team.

This role is strategically critical, enabling seamless execution across technology, operations, and product organizations. You’ll orchestrate complex, cross-functional initiatives, drive planning and budgeting processes, manage executive communications, and shape organizational effectiveness—all while translating high-level vision into actionable plans that deliver breakthrough customer experiences at global scale.

Key Responsibilities

• Serve as Chief of Staff to CS Network Solutions leadership, driving cross-functional coordination, executive updates, stakeholder communications, and best practice sharing.
• Own planning cycles, ensuring alignment, prioritization, and strategic decision-making across teams.
• Lead budget management and finance partnership, integrating with finance systems, tracking costs, and optimizing resource allocation.
• Orchestrate complex, ambiguous programs spanning technology, operations, and product, converting strategic vision into actionable execution plans.
• Drive continuous improvement initiatives and organizational health assessments, enhancing team effectiveness and operational excellence.
• Manage change and convergence efforts, ensuring smooth onboarding and integration of new processes, capabilities, and team members.
• Prepare and facilitate executive decision-making forums, synthesize complex information, and ensure follow-through on commitments.
• Partner with teams to ensure AI-Native platform development aligns with organizational strategy and customer needs.

A Day in the Life

• Prepare executive briefings and synthesize overnight updates across AI-Native platform development.
• Facilitate morning leadership syncs to drive strategic decisions and organizational alignment.
• Coordinate stakeholders on planning, budget reviews, and program updates mid-day.
• Lead deep-dive sessions on continuous improvement, change management, and organizational health in the afternoon.
• Close the day preparing communications for upcoming executive forums, ensuring seamless rhythm of business.

About CS Network Solutions

CS Network Solutions is reinventing the customer service operating model by working backwards from the customer journey. We design, orchestrate, and monitor Amazon’s end-to-end customer service network, delivering reliable, cost-efficient, and high-quality experiences. Our mission is built on four pillars: Predict, Orchestrate, Observe, Optimize, powered by AI-Native capabilities that transform the global customer service network.

Basic Qualifications

• 7+ years of cross-functional experience working with tech and non-tech teams
• 7+ years of program or project management experience
• 7+ years of experience analyzing and communicating results to senior leadership
• Bachelor’s degree or equivalent
• Experience implementing repeatable processes, driving automation, or standardization
• Experience defining program requirements and using data and metrics to identify improvements

Preferred Qualifications

• Experience delivering projects within scope, time, budget, and quality

Compensation & Benefits

• Seattle, WA: $137,600 – $186,200 USD annually
• Amazon package includes sign-on payments, RSUs, health insurance, 401(k) matching, paid time off, parental leave, EAP, and mental health support. Learn more at Amazon Benefits.