Sr. Technical Program Manager – Amazon – Vancouver, BC

Vancouver’s tech scene is home to some of Canada’s most ambitious engineering teams, and Amazon’s Customer Central Technology (CHEX) team is no exception. If you’re a seasoned Senior Technical Program Manager looking to lead large-scale, cross-functional programs that directly shape how hundreds of millions of customers get help — this role is worth a close look.

The CHEX team sits at the heart of Amazon Customer Service infrastructure, integrating with teams across the entire business to build tools that empower Customer Service Associates (CSAs) worldwide. This isn’t just project coordination — it’s about driving strategic initiatives that scale across 52 countries and 25 languages, covering phone, email, and chat contact channels.

About the Role: Sr. Technical Program Manager, Amazon Customer Service

As a Senior TPM within the CHEX organization, you’ll manage the full lifecycle of complex, cross-functional programs that span multiple technology and operational teams. You’ll be expected to break down large, ambiguous initiatives into actionable pieces, develop functional specifications, and see projects through to timely, successful completion. This role requires you to balance business needs against technical constraints, anticipate bottlenecks, and make sound trade-offs under pressure.

Success in this position demands strong judgment, negotiation, and stakeholder influence at senior levels. You’ll contribute to OP1/OP2 narratives, define program missions and objectives, and drive measurable improvements backed by data. The work directly supports Customer Service Operations worldwide and plays a critical role in Amazon’s broader customer experience strategy.

Benefits and Salary

The base salary range for this position is $128,100 to $214,000 CAD annually for the Vancouver, BC location. Amazon’s total compensation package may also include sign-on payments and Restricted Stock Units (RSUs), with final compensation determined by experience, qualifications, and location. Benefits include comprehensive health insurance (medical, dental, vision, prescription, and basic life & AD&D), a Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, maternity and parental leave options, and additional resources to support health and well-being for eligible employees and family members.

Responsibilities

This role sits at the intersection of technology strategy and cross-organizational execution. As a Senior TPM, you’ll be the connective tissue between engineering teams, operations, and leadership — ensuring that complex, multi-team programs are delivered on time and aligned with broader business goals. Here’s what the day-to-day looks like:

• Manage the full lifecycle of complex cross-functional programs, from scoping and planning through to delivery and retrospective
• Drive large cross-team projects spanning multiple technology and operational teams across geographies in support of global Customer Service objectives
• Develop functional specifications by breaking down large, ambiguous initiatives into manageable, executable pieces
• Contribute to and own OP1/OP2 narratives, taking accountability for organizational goals and strategic planning cycles
• Define program missions, visions, and tenets, setting clear objectives and ensuring alignment across stakeholders
• Analyze data and drive measurable improvements, defining KPIs and quantifying results with meaningful metrics
• Influence resource allocation and partner with teams inside and outside the organization to deliver results
• Anticipate bottlenecks and escalate effectively, making sound trade-offs that balance technical constraints with business needs

Requirements / Skills

Amazon is looking for a Senior TPM who brings a strong technical foundation combined with exceptional program management discipline. The right candidate is comfortable working directly with engineering teams, influencing senior leadership, and navigating the complexity of large-scale, multi-stakeholder programs. Here are the key qualifications:

• 5+ years of technical product or program management experience, demonstrating ownership of complex technical programs end-to-end
• 7+ years of direct experience working with engineering teams, with a track record of translating technical concepts for non-technical audiences
• 3+ years of software development experience, providing the technical credibility needed to engage deeply with engineering partners
• 5+ years of technical program management in close collaboration with software engineering teams
• Cross-functional program management experience, including building processes and coordinating release schedules
• Project management discipline covering scope, schedule, budget, quality, risk management, and critical path analysis (preferred)
• Experience defining KPIs and SLAs used to drive multi-million dollar businesses and reporting outcomes to senior leadership (preferred)

How to Apply

To apply for this Senior Technical Program Manager role at Amazon in Vancouver, use the link below to visit the official Amazon Jobs posting. Make sure your resume is up to date and reflects relevant program management and engineering collaboration experience before submitting.

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