Principal Technical Program Manager, ACES - Outbound & Flow

Amazon's Global Customer Fulfillment network delivers billions of packages every year, and the Amazon Customer Excellence System (ACES) team is at the center of making that network faster, safer, and more cost-effective. We are looking for a Principal Technical Program Manager to develop and scale automation solutions across our fulfillment centers, shaping a strategic automation roadmap that will redefine how work gets done at network scale. In this role, you will bring deep knowledge of fulfillment center processes to identify waste and drive meaningful improvements. You will define business requirements, build product roadmaps from ideation through general availability, and coordinate across operations, safety, process engineering, technology, and product teams to deliver solutions that measurably improve delivery speed, Delivery Estimate Accuracy, safety, and cost. You will operate with significant independence in ambiguous problem spaces, bringing data-driven technical judgment to decisions that affect the entire fulfillment network. Key job responsibilities - Own the end-to-end lifecycle of automation programs across fulfillment centers, from defining business requirements and building product roadmaps to driving delivery through general availability at network scale. - Apply deep fulfillment center process expertise to identify waste and translate improvement opportunities into scalable automation solutions that meet performance and availability targets. - Partner with operations, safety, process engineering, technology, and product teams to gather stakeholder requirements and ensure final solutions address cross-functional needs. - Assess technical risk, decompose complex problems into clear milestones, and hold engineering teams accountable for delivering products that meet requirements on time and at the expected quality bar. - Drive system-level and business reviews with leaders at all levels, clearly communicating trade-offs, program status, and strategic recommendations that influence organizational priorities. A day in the life You might start your morning reviewing an automation solution design with process engineers, pressure-testing how it integrates into existing fulfillment workflows. By midday, you could be leading a program review with senior leaders, presenting data-driven recommendations on roadmap priorities and aligning stakeholders on next steps. In the afternoon, you may shift to working with a technology team to refine performance targets for an upcoming launch, or mentoring a fellow program manager on how to navigate a complex cross-functional dependency.

The ACES team within Global Customer Fulfillment serves as subject matter experts in fulfillment processes. We work alongside operations, safety, process engineering, technology, and product organizations to integrate technology solutions into existing workflows and streamline how our fulfillment centers operate. If you want a role where your program leadership and process expertise directly improve how Amazon fulfills customer promises, we would love to hear from you.