Technical Program Manager, Amazon World Wide Groceries

ID: 7174

Type: Full-time

Category: Others

Company Name: Amazon Support Services Pty Ltd

Location: AUS, QLD, Brisbane - Brisbane - Australia

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Job Description

Amazon's World Wide Groceries Technology team is looking for a talented and experienced Technical Program Manager (TPM) to help scale the technology powering our grocery fulfillment centers globally. This is a rare opportunity to be at the heart of one of Amazon's most strategically important long-term bets — bringing the speed, reliability, and innovation of Amazon's fulfillment network to grocery customers around the world.

In this role, you will lead the delivery of new capabilities and the scaling of our fulfillment systems across new businesses and geographies, working across multiple diverse teams spanning multiple organizations and time zones. You will partner closely with senior engineers, Software Development Managers (SDMs), Product Managers, and fellow TPMs to drive complex, cross-functional programs from concept through to global launch.

This role demands someone who thrives in ambiguity, moves fast, and has the technical depth to engage and debate solutions with senior engineers across multiple domains. If you are energized by building at scale, shaping the future of grocery fulfillment, and working within a diverse, relationship-driven team culture — this role is for you.

Key job responsibilities
- Drive cross-functional program delivery across multi cross-organizational teams, ensuring alignment on scope, schedule, dependencies, and risks to deliver new features and capabilities on time and at quality.
- Lead scaling initiatives to expand Amazon's grocery fulfillment technology across new business models and geographies, supporting hundreds of fulfillment centers and stores globally.
- Own program governance including running weekly program syncs, managing risk and dependency tracking, and providing clear, concise reporting to senior leadership on program health and progress.
- Engage technically with senior engineers and architects across multiple domains to evaluate trade-offs, challenge assumptions, and drive sound technical decisions that balance speed and quality.
- Navigate ambiguity by defining structure and clarity in highly complex, fast-moving problem spaces — breaking down large, undefined challenges into actionable plans with measurable outcomes.
- Build and maintain strong stakeholder relationships across engineering, product, and operations organizations in multiple time zones, fostering trust and alignment to keep programs moving forward.
- Define and track KPIs and SLAs for programs, ensuring outcomes are measurable and tied to customer and business impact — including on-time delivery, quality, and cost efficiency.

Basic Qualifications

- Bachelor's degree in Computer Science, Engineering, or a related technical field.
- 7+ years of technical program management experience, delivering complex, cross-functional technology programs.
- Experience defining program requirements, scoping projects, and driving delivery end-to-end.
- Hands-on experience applying Agile methodologies to manage multiple software programs with competing priorities.
- Demonstrated ability to work with engineering teams in Agile delivery environments, including sprint planning, backlog grooming, and retrospectives.
- Experience using data and metrics to drive decisions and measure program success.

Preferred Qualifications

- Agile certification (e.g., PMI-ACP, CSM, SAFe Program Consultant, or equivalent).
- Experience managing large-scale, cross-organizational programs spanning multiple geographies or business units.
- Familiarity with architectural concepts, system design trade-offs, and engineering best practices.
- Experience mentoring junior TPMs or other team members.
- Experience incorporating AI tools into day-to-day program management workflows.

Acknowledgement of country:
In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:
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.

Company Information

Company Name: Amazon Support Services Pty Ltd

Company Website: https://www.amazon.com.au

Company Address: AUS, NSW, Sydney

Amazon Support Services Pty Ltd is an Australian private company operating as a support and operations organization within the broader Amazon corporate group. The entity is oriented toward delivering a range of backend, customer-facing and technical support capabilities that enable Amazon’s retail, marketplace and cloud operations in Australia and the broader Asia-Pacific region. As a local corporate vehicle for Amazon’s post-sales and operational functions, the company focuses on providing services that span customer contact and care, technical and developer support, operational coordination for logistics and fulfillment networks, and internal business support services necessary to run an integrated e-commerce and cloud-services business in market. Company overview Amazon Support Services Pty Ltd functions as a regional support and service delivery arm for Amazon’s business activities in Australia. The organization exists to operate and coordinate support functions that underpin online retail, marketplace, vendor and partner relationships, and cloud platform customers where local presence and compliance with Australian business, tax and employment frameworks are required. Typical responsibilities for an entity of this scope include operating contact-center functions, delivering technical support to end customers and business customers, providing vendor and seller support services for marketplace participants, and supplying a range of administrative and operational capabilities such as human resources, finance, facilities and local compliance support. Core business activities - Customer support and contact center operations: Amazon Support Services Pty Ltd provides phone, email and chat-based customer service to retail customers in Australia — handling inquiries, order issues, returns and general account support. These activities include end-customer service for purchases placed on Amazon’s regional retail site and marketplace transactions. - Technical support and developer services: The company supports technical inquiries from customers and developers using Amazon’s products and services locally. This can include troubleshooting, escalation management, and coordinating responses with engineering and product teams across Amazon’s global organization. - Seller and vendor support: The organization supports third-party sellers and vendors operating on Amazon’s marketplace, helping with account setup, policy clarification, dispute resolution, onboarding and tools training. These services help maintain marketplace compliance and operational performance for partners in Australia. - Operations coordination for logistics and fulfillment: Amazon Support Services assists in coordinating logistics and fulfillment functions by liaising between fulfillment centers, transport partners and customer service teams to resolve delivery and returns issues. This operational coordination helps maintain service levels across distribution and last-mile delivery networks. - Business support services: The company provides internal services that may include local HR administration, payroll coordination, finance and invoicing support, facilities management and procurement for Amazon’s local operations. These administrative activities ensure Amazon’s business can operate in accordance with Australian regulatory and commercial requirements. Main products and services Amazon Support Services Pty Ltd does not retail standalone products to external markets; rather, its “product” is the suite of support services and operational capabilities it delivers to customers, marketplace participants and Amazon business units. The principal service offerings include: - Multichannel customer service (phone, email, chat) for retail and marketplace orders. - Technical troubleshooting and escalation handling for software, device and cloud-service customers requiring localized assistance. - Seller and vendor account management and onboarding support for marketplace participants. - Operational incident management and fulfillment-support coordination to resolve logistics and delivery disruptions. - Internal corporate services such as compliance, HR and finance support that enable Amazon’s local business functions. Operational model and technology The company typically integrates a mix of human agents, workflow automation, internal tooling and data analytics to deliver scalable support services. Where relevant, operations leverage Amazon’s broader global platforms and internal systems to coordinate case management, telemetry and escalation routing. Automation and knowledge-management systems are used to drive first-contact resolution where possible, while established escalation pathways enable the rapid involvement of engineering or specialized teams for complex technical issues. Data privacy and security practices conform to local law and Amazon’s global policies for customer data and incident handling. Relationship to Amazon group and market role As an Amazon corporate entity in Australia, Amazon Support Services Pty Ltd plays a supporting role to consumer-facing retail sites (such as Amazon.com.au), marketplace sellers, and cloud customers who require localized service and operational presence. By offering regionally-based support, the company helps Amazon meet local service expectations, comply with regulatory requirements, and maintain effective relationships with customers, vendors and partners in Australia and nearby markets. Compliance, governance and local presence The organization operates within Australia’s legal and regulatory framework, following local employment, tax and consumer protection laws. Its local presence supports compliance with standards for customer protections, data handling and commercial transactions. As with other Amazon entities, governance includes coordination with global Amazon legal and policy teams to ensure alignment with company policies and international standards. Limitations and scope of services Amazon Support Services Pty Ltd is focused on support and operational delivery rather than on product R&D or direct retail merchandising. Its role is to enable and maintain service quality for Amazon’s other business units in the region by providing staffing, tools, processes and local coordination. For product features, strategic decisions and core platform development, responsibility typically remains with Amazon’s product, engineering and corporate business units based elsewhere in the company’s global footprint. Summary In summary, Amazon Support Services Pty Ltd is a locally incorporated support-services company associated with Amazon’s operations in Australia. Its core remit is to provide customer service, technical and vendor support, logistics coordination and internal business services that enable Amazon’s retail, marketplace and cloud businesses to operate effectively in the Australian market. The organization leverages Amazon’s global platforms and local staffing to deliver scalable, compliant support operations tailored to local commercial requirements.

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