Description

Amazon Customer Service (CS) is transforming how we deliver support to customers - evolving from manual, reactive operations to an intelligent, AI-native service experience that anticipates customer needs and continuously improves. To execute this transformation, we need to ensure our cloud infrastructure investments are optimized, efficient, and aligned with the future we are building.

We are seeking a Sr. Technical Program Manager to own AWS Service usage and budget optimization for Amazon Customer Service. In this role, you will operate as a joint partner with Finance to drive sustained cloud infrastructure efficiency outcomes. While Finance provides financial targets, variance analysis, and controllership mechanisms, you will bring the technical expertise to assess fleet efficiency, validate capacity assumptions, investigate cost drivers, and drive optimization execution across CS's AWS infrastructure portfolio.

You will own three critical pillars: Planning - consolidating fleet inputs, validating capacity assumptions, and ensuring plans reflect what teams are building; Technical Expertise - answering technical questions related to products and usage metrics, investigating Generative AI (Gen AI) adoption, usage efficiency, and cost drivers; and Optimization Execution - evaluating efficiency recommendations, coordinating with engineering teams, and driving execution. You will also represent CS by engaging with peer teams across Amazon to share and bring back best practices.

This role requires someone who can blend deep technical understanding of cloud infrastructure with business acumen and programmatic rigor. You will operate in ambiguity, influence cross-functional stakeholders across engineering, finance, and planning, and communicate effectively from engineers through senior leadership.

Key job responsibilities
- Serve as the AWS Service usage and budget optimization subject matter expert for Amazon Customer Service, partnering jointly with Finance to ensure accountability and sustained delivery of efficiency outcomes
- Own cross-fleet input consolidation, capacity validation, and business case articulation to ensure infrastructure plans reflect what teams are building
- Provide technical expertise on AWS products and usage metrics, investigating Gen AI adoption, usage efficiency, and infrastructure cost drivers
- Evaluate efficiency recommendations, coordinate with engineering teams, and drive optimization execution across CS's AWS fleet
- Conduct technical deep dives and infrastructure analysis to provide root-cause diagnosis and usage-level context that informs financial controllership
- Drive Weekly/Monthly Business Review coordination with fleet owners to ensure accountability for optimization commitments
- Represent CS by engaging with peer teams across Amazon to share best practices and bring back learnings
- Define the right mechanisms for cloud spend management and planning as CS transforms its service delivery operations

About the team
This role sits on a Business Planning and Organizational Excellence function within Amazon Customer Service that manages planning cycles, workforce operations, and provides strategic coordination across the org. We work at the intersection of technology and business strategy to ensure CS is making the right investment and efficiency decisions as we build the future of customer service at Amazon.