**Principal Technical Program Manager – Driving Innovation in Amazon Customer Service**

Are you a seasoned technical program manager with a passion for innovation and a drive to deliver exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where you can leverage your expertise to shape the future of Amazon's Customer Service (CS) operations? If so, we invite you to join the Contact Handling Experience (CHEX) team at arenaflex, where we're revolutionizing the way customers interact with our services. As a Principal Technical Program Manager at arenaflex, you'll play a critical role in driving large, cross-functional programs that support CS Operations worldwide. You'll be responsible for managing complex projects, collaborating with engineering teams, and leveraging your technical expertise to deliver exceptional results. If you're a seasoned leader with a passion for innovation and a drive to make a meaningful impact, we encourage you to apply for this exciting opportunity. **About arenaflex and the Contact Handling Experience (CHEX) Team** arenaflex is a world leader in e-commerce, and our Customer Service (CS) team is at the forefront of delivering exceptional customer experiences. The Contact Handling Experience (CHEX) team is a diverse, cross-disciplinary group of builders who are rapidly innovating in advanced user experience research, machine learning, security, and distributed systems. Our team's mission is to build tools that enable our Customer Service Associates (CSAs) to deliver Earth's most customer-centric service. We're a team of innovators, thinkers, and doers who are passionate about using technology to create exceptional service experiences for customers. We partner with teams across arenaflex's entire business to drive Security, Operational Excellence, and User Experience, and we own a set of assets that enable the building of Customer Relationship Management (CRM) functionality to serve our CS customers. **Key Responsibilities** As a Principal Technical Program Manager at arenaflex, you'll be responsible for managing large, cross-functional programs that support CS Operations worldwide. Your key responsibilities will include: * End-to-end ownership of cross-functional projects, including resource planning and project execution * Leading the definition and execution of strategic technical initiatives aimed at improving delivery efficiency and driving 3-year action plan tech discussions * Hands-on delivery of critical tech initiatives, managing all aspects of the project, such as project planning, clarity of tech requirements, risk management, and implementation planning * Technical problem-solving, identifying innovative solutions to project deadlocks and resolving issues and constraints through consensus and sound judgment * Making project decisions and achieving tactical goals while retaining a strategic focus * Working closely with development teams and playing a leadership role in product architecture and design * Owning communication/reportage on mission-critical projects, SVP/VP level goals **A Day in the Life** As a Principal Technical Program Manager at arenaflex, you'll have the opportunity to work on a wide range of projects that will challenge you and help you grow as a professional. You'll be part of a dynamic team that's passionate about using technology to create exceptional service experiences for customers. You'll have the opportunity to collaborate with engineering teams, leverage your technical expertise, and make a meaningful impact on arenaflex's CS operations. **Benefits and Compensation** arenaflex offers a full range of benefits that support you and your eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: * Medical, Dental, and Vision Coverage * Maternity and Parental Leave Options * Paid Time Off (PTO) * 401(k) Plan arenaflex is a total compensation company, and our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $159,300/year in our lowest geographic market up to $275,300/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. **Essential Qualifications** To be successful as a Principal Technical Program Manager at arenaflex, you'll need to have: * 12+ years of working directly with engineering teams experience * 7+ years of technical product or program management experience * 5+ years of software development experience * Experience managing programs across cross-functional teams, building processes and coordinating release schedules **Preferred Qualifications** While not required, we're looking for candidates with: * 8+ years of hands-on work managing complex technology projects experience * Experience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules **Why Join arenaflex?** arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If you're passionate about this role and want to make an impact on a global scale, we encourage you to apply. We're excited to hear from you and learn more about your qualifications. **How to Apply** To apply for this exciting opportunity, please visit our career site and submit your application. We look forward to hearing from you! Apply to this job Apply To this Job Apply for this job