Principal Program Manager - Tech, Customer Success Center of Excellence, AWS Specialist and Partner Organization

DESCRIPTION

The Customer Success Center of Excellence (CS COE) is seeking a Principal Program Manager – Tech with strong technical acumen to serve as the operational backbone for the organization. This role manages execution-oriented initiatives that span multiple teams while maintaining deep technical understanding of our services to effectively coordinate across stakeholders including (e.g., account teams, GTM specialists, service teams) and resolve blockers.

This is a highly operational role that requires technical fluency to communicate effectively across multiple stakeholder teams about customer success tooling the Customer Success Intelligence team is building, engage with account teams, GTM specialist teams, and service teams without requiring translation from other team members. The Principal Program Manager - Tech will manage cross-team initiatives between CS COE teams, orchestrate QBRs, coordinate with stakeholder teams to resolve blockers, and serve as a force multiplier to CS COE leadership. This person will be embedded in the highest-stakes moments of the business, from annual planning cycles to executive forums, and will play a decisive role in ensuring the CS COE operates with clarity, discipline, and momentum at scale.

The ideal candidate is an operator with exceptional judgment, a strong sense of ownership, and bias for action who anticipates needs, connects dots across the organization, and acts decisively in ambiguous situations. This person must be technically fluent, an executive-level communicator, discreet with sensitive information, and capable of managing multiple competing priorities in a fast-paced, high-growth environment. The role requires meticulous execution while never losing sight of the strategic picture.

Key job responsibilities • Serve as the operating arm for the CS COE, managing cross-team initiatives that span organizational boundaries and require coordination across CS COE and stakeholder teams • Coordinate with stakeholder teams to identify and resolve blockers (incl. technical blockers), leveraging technical understanding to communicate effectively about technical issues without requiring translation • Own the development and writing of Quarterly Business Reviews (QBRs) for the CS COE, synthesizing business performance data and organizational health metrics into strategic narratives, and serve as quality control lead for all planning and strategy documents, ensuring consistency in messaging and alignment with organizational priorities • Own the process for development of operational planning documents for the CS COE, driving the end-to-end creation and editing process for these critical planning cycles • Participate in executive forums, synthesizing complex discussions into key decisions, actionable insights, and decision frameworks that drive organizational alignment • Serve as the organizational lead for headcount tracking, maintaining real-time visibility into staffing and partnering with Finance, HR, and Recruiting • Manage the CS COE budget, maintaining full visibility into actuals, forecasts, and variances, and own Travel & Expense management • Architect and manage the annual summit and events calendar, lead meeting planning, and partner with communications to support speaking engagements and award applications • Build and leverage strategic relationships with peer business operations teams, Finance, HR, Recruiting, and other support functions to drive outcomes requiring cross-organizational coordination • Proactively identify operational barriers and broker solutions between competing interests across organizational silos • Influence senior leaders and drive consensus on contentious issues, removing barriers and accelerating execution on the organization's highest-priority objectives

About the team Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth

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Work/Life Balance

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BASIC QUALIFICATIONS • Bachelor's degree in Computer Science, Engineering, a related technical field or equivalent • 7+ years of experience in program management, business operations, or strategy roles in fast-paced, large-scale organizations • Technical understanding sufficient to communicate effectively with stakeholder teams about product-related issues and blockers without requiring translation • Strong written communication skills, including experience writing executive-level documents such as QBRs • Experience supporting or advising senior leaders

PREFERRED QUALIFICATIONS • 7+ years of technical program management experience • Previous experience in a Product/Technical Business Operations, or Technical Program Manager role • Experience working directly with customer-facing technical teams in cloud computing, AWS services, or SaaS products • Experience owning or contributing to annual planning processes and running operational cadences such as QBRs or MBRs • Experience managing headcount in a large, matrixed organization • Experience planning and executing events, offsites, or summits • Experience managing budgets and working cross-functionally with Finance teams, with expertise in Excel for data analysis and business reporting

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Mountain View - 203,500.00 - 275,300.00 USD annually USA, CA, San Francisco - 203,500.00 - 275,300.00 USD annually USA, WA, Seattle - 177,000.00 - 239,400.00 USD annually