Job Description

Description

Amazon Now is Amazon's quick commerce business, one of its largest and fastest growing, running 8+ marketplaces and handling 700k+ orders a day scaling to 2MM by year end. Amazon NOW CX is the customer experience org behind it. We are looking for a Sr. Technical Program Manager to own the customer experience end to end and build AI as a worldwide platform for Quick Commerce.

This role owns the journey from storefront through checkout and into delivery, returns, and lifecycle, and on top of it drives the three largest bets in the org: AI as a platform capability built once and run everywhere, customer service as a first class product experience, and the growth of what the store sells through product and selection discovery expansion. The north star is surfaceless shopping where customers shop by intent and the platform does the rest.

Key job responsibilities
- Own the AI platform roadmap for Quick Commerce, from foundations (context, evaluation, guardrails) through customer facing capabilities (discovery, basket building, AI assisted support),



targeting less than 3 seconds from intent to basket and 80% self served support.
- Stand up customer service as a managed tech and product program, driving contacts per order from 5% toward below 0.1%, a direct lever on profitability at 2MM orders a day.
- Drive multi region stores with overlapping catchments and selection growth across categories.
- Own the cross surface programs from storefront and merchandising through personalization, cart, and checkout that turn a visit into an order.
- Own the delivery promise, tracking, post order, returns, and refunds experience.
- Own notification and lifecycle programs including LiveKit, a worldwide real time platform Tez CX operates for all of Amazon.
- Own deals, offers, and savings programs that shape what a customer pays.
- Run weekly roadmap reviews with engineering counterparts, bi monthly roadmap planning cycles, AI syncs and workshops, and ML co

📌 Sr. Technical Program Manager, Customer Experience and AI, Amazon Now (Bengaluru)
🏢 Amazon Filters
📍 Bengaluru