Senior Technical Program Manager, Amazon Device Troubleshooting Team

Amazon Device Troubleshooting Team exist to ensure device and application customers have delightful experiences using the product by enabling swift, precise, and privacy-compliant observability and issue resolution across all devices and applications. Our mission is to transform vast amounts of device data into actionable insights that drive product stability and customer satisfaction. To achieve this mission, we provide comprehensive technology solutions spanning the entire observability lifecycle. This includes on-device crash and log management, high-scale data ingestion services, advanced analytics dashboards, and intuitive troubleshooting interfaces.

As a Senior Technical Program Manager for the Amazon Device Troubleshooting Services team, you will drive critical initiatives that enhance the detection, diagnosis, and resolution of issues across Amazon's device ecosystem. This high-visibility role requires exceptional leadership in coordinating across several engineering teams, data engineers, applied scientists,BIEs and senior stakeholders to deliver scalable troubleshooting solutions that improve customer experience. You will be responsible for influencing feature priorities and getting buy in from engineering teams for delivery of large cross-organization programs. You will leverage your technical knowledge to drive technical trade-off decisions. You will represent difficult trade-off decisions and solutions clearly to technical and business leaders to help them understand decisions and options. As a Technical Program Manager, you will be one of the key leaders on the team and have an impact by defining strategy & requirements, developing processes & schedules, and driving forward progress on major initiatives.

As a Senior Technical Program Manager, you will bring strong project management skills to systematically drive programs and deliver results. You possess good technical skills to deal with ambiguous programs to drive clarity in scope and execution. You are have demonstrated ability in driving programs with multiple stakeholders, use escalation mechanisms and negotiation skills to drive the right outcomes.

You have good communication skills, both written and verbal and are adept in communicating with stakeholders and executives with right level of detail and clarity.

Key job responsibilities

As the Senior Technical Program Manager, you will drive key business collaborations critical to improving the customer experience with Amazon Devices.

You will partner with Senior Leaders within Amazon Devices to identify opportunities to increase device stability, reduce device resource utilizations, save costs and improve efficiency.

You will define and implement strategical partnerships that enables businesses in Amazon Devices scale faster, save costs, and improve efficiency.

You will establish mechanisms and processes that drive continuous improvement and operational efficiency.

You will establish metrics and design self-serve reports to keep stake-holders informed and excited about the progress

A day in the life

This role will drive engagement across different product lines to design and drive programs that will improve the stability, reduce the resource utilization of the devices. You will also help build mechanisms to prevent duplication of tools across teams for troubleshooting and analysis. As a direct result, this role offers the challenge as well as the opportunity to bring structure and clarity to a fast-moving space. This high visibility role is inherently cross-organizational in nature. You will be a champion of this product to senior leadership.

About the team

Amazon Device Troubleshooting Services (ADTS) team ensures that troubleshooting is quick, easy, and privacy-centric for device and application teams, so that end customers have delightful experiences with their Amazon Devices. We provide a single place for device and application teams to troubleshoot known issues, uncover emergent trends or regressions, and quantify the impact in the context of the customer journey. We build technology to deliver high-quality user experiences for troubleshooting and analysis, ensure stability of the device, and proactively present critical issues and root causes to relevant teams based on a wide range of health and customer journey data.

Basic Qualifications

7+ years of working directly with engineering teams experience

5+ years of technical product or program management experience

3+ years of software development experience

Experience managing programs across cross functional teams, building processes and coordinating release schedules

Experience owning/driving roadmap strategy and definition

Excellent verbal and written communication skills.

Preferred Qualifications

5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience

Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

Experience leading highly technical programs involving infrastructure, complex systems, systems engineering

Experience managing technical programs across cross-functional teams, building processes and coordinating release schedules

Experience working with geographically distributed teams

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