As we expand our scope into trust incident response and crisis management, we are growing the team to address trust risks across our devices and services portfolio. The TPA team is seeking a Technical Program Manager to join our Trust Incident & Crisis Management function. In this role, you will manage incident response for high-severity, trust-impacting events, from intake through containment, mitigation, and closure, operating the mechanisms, playbooks, and metrics that keep this an always-on operation. You will act as incident manager during active events, drive escalations with urgency, keep stakeholders aligned, and write clear briefs for senior leadership. This is a high-impact, high-visibility position that directly protects customer trust across our products and services, and partners with our US-based incident leads to sustain continuous, cross-time-zone coverage.
A successful candidate will have a strong background driving cross-functional programs, solid program-management, technical problem-solving, and communication skills, and be comfortable operating at a technical level with both technical and non-technical stakeholders. You should understand systems and trade-offs well enough to ask the right questions and support sound decisions, derive insights from complex data, write clear business documents, and hold partner teams accountable to shared commitments through to closure. The ability to stay detail-oriented and decisive under pressure will be critical to success in this role.
Key job responsibilities
- Own the end-to-end response for assigned trust-impacting incidents by defining scope and success criteria, proactively identifying and mitigating risks across dependent teams, and driving each case to closure within SLA.
- Set up incident rooms for high-severity events; triage, classify, escalate, and coordinate response under pressure using established severity matrices.
- Partner with engineering and product stakeholders to understand system architecture, data flows, and design trade-offs, ensuring remediation meets scalability, performance, and operational standards.
- Drive root-cause analysis and post-mortems (correction-of-error), track corrective and preventative actions across Engineering and Product through to closure, and prepare incident narratives, escalation briefs, and status updates for leadership.
- Evaluate opportunities to apply generative artificial intelligence tools and process improvements to streamline detection and triage workflows, while mentoring peers and contributing to team hiring efforts.
A day in the life
As a Technical Program Manager on the Trust Incident & Crisis Management team, you will work on high-impact, high-visibility programs that directly protect our customers. You start your day triaging newly reported issues across trust surfaces and picking up open incidents and corrective actions. During an active event you step into the incident-manager role: classify severity, coordinate the response, assign clear ownership for each action, and keep every item moving to closure within SLA. Between events you run post-incident reviews, keep playbooks and dashboards current, and partner with Engineering and Product to embed trust-by-design practices upstream. You collaborate across trust, privacy, accessibility, security, engineering, legal, and product teams to drive these programs from intake to resolution.
About the team
Our Trust Incident & Crisis Management function sits within Devices & Services Trust, Privacy and Accessibility (TPA), building the programs and services at Amazon scale that grow customer trust, create mechanisms to meet evolving regulatory objectives, and ensure our partners can fulfill their trust obligations without disruption. We run a single, consistent, always-on operating model for high-severity, trust-impacting events: detection, coordination, containment, and crisis response. This is a newly expanded area of investment, so it is a great time to join and help shape how we build out this capability. We value collaboration, continuous learning, and operational rigor, and we support new members in an environment that celebrates knowledge sharing and mentorship.
Basic qualifications
- Bachelor's degree in engineering, computer science or equivalent- 3+ years of technical product or program management experience
- 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
- Experience with roadmap strategy and definition
Preferred qualifications
- 3+ years of working directly with engineering teams experience- Experience in Incident Management, Threat Management, Corporate Investigations, Law Enforcement, Security Operations, Crisis Management or a related field
- Experience working effectively across cross-functional teams and partnering well with people at all levels within an organization
- Experience in root cause analysis and error correction, identifying changes to procedures and systems to implement long-term fixes and avoid repeating issues
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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