Have you ever wondered what it takes to make millions of complex global interactions feel effortless? We are looking for builders who are obsessed with the 'how' behind perfect customer experience to join Network Planning Solutions. Here, you’ll do more than just develop software; you’ll create 'delight' by delivering exactly what our customers need, right when they need it. If you’re ready to turn complex technical hurdles into intuitive human experiences, you’ve found your team.

Network Planning Solutions architects and orchestrates Amazon’s customer service network of the future. By building AI-native solutions that continuously learn, predict and optimize, we deliver seamless customer experiences and empower associates with high-value work - driving measurable business impact at a global scale.

As a Sr. Technical Program Manager, you will own the roadmap that makes this vision real. Operating at the intersection of Engineering, Science, and Product, you will architect AI-Native capabilities that continuously learn, predict, and optimize. You will lead cross-functional partners to deploy end-to-end orchestration solutions that redefine our global network.


Key job responsibilities
- Lead end-to-end delivery of AI-enabled forecasting and capacity optimization initiatives that proactively anticipate customer needs and network demand.
- Partner with Engineering, Science, and Product teams to architect and scale systems capable of processing millions of global customer interactions with low latency.
- Manage the transition from legacy to future-state: Maintain business continuity of current forecasting and capacity planning functions while building and migrating to next-generation AI-native capabilities.
- Influence without authority: Build strategic relationships across Customer Service teams to align senior leadership on high-stakes network design decisions.
- Navigate ambiguity and mitigate risk: Proactively identify technical dependencies and organizational bottlenecks, developing robust mitigation strategies to maintain high-velocity delivery.
- Define and scale program mechanisms: Drive accountability through clear ownership and establish rigorous audit mechanisms to ensure consistent execution against strategic objectives.


A day in the life
Your day will be a dynamic blend of strategic planning and collaborative problem-solving. You'll work closely with engineering, science, and product teams to develop AI-native capabilities that continuously learn and optimize our customer service network. Expect to dive deep into complex technical challenges, translating intricate systems into elegant, user-centric solutions.

About the team
We are Network Planning Solutions, a team dedicated to reimagining customer service through intelligent, adaptive technologies. Our vision is to create a network that doesn't just respond to customer needs but anticipates and proactively addresses them. By leveraging advanced AI and machine learning, we're building the future of customer interaction.