Own the customer escalation pipeline end to end: intake, triage, routing to the right team, and turning escalations into lasting product and process improvements.
Own the relationship with partners and internal consumers, including how they integrate with and consume the platform, and set clear expectations.
Drive cross-organization dependencies across engineering, product, and business teams, tracking commitments to completion.
Partner with senior engineering and product leaders to translate between the platform's technical behavior and customers' business needs.
Define and communicate the program's roadmap and operating mechanisms, and raise the program-management bar across the organization while mentoring other TPMs.
A day in the life
You are the single owner of how Amazon's product identity platform reaches its customers. A typical day moves between running the operating cadence (preparing and driving business reviews), unblocking cross-team dependencies, and steering in-flight rollouts. You lean on AI-native ways of working throughout: using GenAI to synthesize customer signal, draft narratives and review docs, triage and route escalations, and automate the program mechanics that would otherwise be manual. You work with engineering and product leaders on rollout readiness, and partner across catalog, seller, abuse-prevention, and retail teams whose work depends on identity. Your customers are Amazon's internal businesses and partners adopting the platform, and the sellers and shoppers who feel identity quality downstream. The problems you solve: sequencing safe, phased rollouts, keeping a broad stakeholder set aligned, and turning customer escalations into lasting improvements.
About the team
Item Identity builds the definitive identity for every product in Amazon's catalog: one product, one identity, worldwide, so shoppers get exactly what they expect, sellers list without needless friction, and every downstream system can trust a single source of truth. We are moving a proven, GenAI-based identity platform from build into broad adoption across Amazon's businesses and partners. We pair strong engineering and product depth with rigorous program execution. Our culture is ownership-driven, data-informed, and deeply customer-obsessed: we debate hard problems openly, earn trust through delivered outcomes, and measure ourselves by the quality and adoption we drive, not the activity we generate.
7+ years of technical product or program management experience
10+ years of working directly with engineering teams experience
5+ years of software development experience
Experience managing programs across cross functional teams, building processes and coordinating release schedules
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
Amazon 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, 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, WA, Seattle - 177,000.00 - 239,400.00 USD annually
