Sr. TPM (L6), Customer Service Security - Identity and Access Management

The Customer Service Security team is seeking a Senior Technology Program Manager to secure hundreds of thousands of workforce users and tens of millions of customer interactions.

We own the core authentication, authorization, and account management functions that power essential everyday tooling and security features of Amazon operations.

This role is responsible for driving the strategy and delivery of authentication products that span frontend, backend, customer data, and relationship management tools.

You will partner with stakeholders across our larger security org, Customer Service, user experience, and engineering to create scalable technology that can flex to meet the demands of our rapidly developing business.

In the process, you’ll interact with and define our implementation of cutting-edge industry services and standards.

Key job responsibilities

• Manage the lifecycle of a complex cross-functional program with considerable impact.
• Deliver and maintain the overall strategy, driving teams inside and outside of the organization to deliver results.
• Provide context for business / technology choices with a lens to long-term value.
• Communicate effectively at multiple levels of management, building trust across the organization, and demonstrating discretion with sensitive information.
• Break abstract goals into attainable, measurable work items.

A day in the life

On any day, you monitor progress of cross-organizational programs that include both software development and projects. You’ll meet with Product Managers and engineering teams to drive changes to our roadmaps, making tradeoff decisions and deeply understand their impacts.

You’ll engage with business and security leaders, designing new authentication mechanisms to support our customers and customer service agents while minimizing account takeovers and abuse.

You’ll communicate the success of your program to senior security and business leaders.

About the team

Why Customer Service Identity and Access Management (CSIAM)? In CSIAM, you will be at the intersection between enabling Amazon scale and raising the security bar that ensures we maintain customer trust.

You will raise the bar for continuously improving and delivering the authentication, authorization, and account management of hundreds of thousands of workforce users - distributed across hundreds of sites worldwide, internally and externally as well as tens of millions of customer interactions every year.

In CSIAM, we safeguard the personal information of both our workers and customers by validating that people are who they say they are, and that they access the least amount of data necessary in Customer Service systems.

In order to make this happen, our team develops the product roadmaps, engineering platforms and systems enabling access that drives efficiency, enforces least privilege and enables our customers and partners to operate securely by default.

About Amazon Security

Diverse Experiences*

Amazon Security values diverse experiences. Even if you do not meet all of the 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 Amazon Security?*

At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon’s products and services.

We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.

Inclusive Team Culture*

In Amazon Security, it’s in our nature to learn and be curious. Ongoing DEI events and learning experiences inspire us to continue learning and to embrace our uniqueness.

Addressing the toughest security challenges requires that we seek out and celebrate a diversity of ideas, perspectives, and voices.

Training & Career Growth*

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, training, and other career-advancing resources here to help you develop into a better-rounded professional.

Work / Life Balance*

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture.

When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

BASIC QUALIFICATIONS

• 5+ years of technical product or program management experience
• 7+ years of working directly with engineering teams experience
• 3+ years of software development experience
• 5+ years of technical program management working directly with software engineering teams experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

PREFERRED QUALIFICATIONS

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
• Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
• Experience defining KPI's / SLA's used to drive multi-million dollar businesses and reporting to senior leadership
30+ days ago