Devices & Services Trust, Privacy and Accessibility (DSTPA) is responsible for maintaining and raising the trust bar for Amazon customers across a diverse set of 30+ Devices and Services. We offer horizontal services for builders to ensure trust, privacy, and accessibility is built into our products and services. We also build customer-facing capabilities that provide customers with control and transparency while reducing trust risks, and enable partner teams to innovate with appropriate guardrails for privacy, safety and appropriateness, creative content, fairness, veracity, security, and accessibility.
The DSTPA team is seeking a Senior Technical Program Manager to lead our Trust Incident & Crisis Management function. In this role, you will own end-to-end incident response and crisis management for high-severity, trust-impacting events — from detection and intake through containment, mitigation, and closure — and run the mechanisms, playbooks, and governance that keep this an always-on operation. You will act as incident commander during active events, drive escalations with urgency, and keep senior leadership informed with crisp, decision-ready briefs.
This is a high-impact, high-visibility position that directly protects customer trust across our products and services, and anchors our continuous, cross-time-zone (follow-the-sun) coverage from the India site. A successful candidate will have an established background leading complex, cross-functional programs under pressure, excellent program-management, problem-solving, and communication skills, and be comfortable operating at a technical level with stakeholders at all levels.
The candidate should understand systems and trade-offs well enough to ask the right questions and drive sound decisions, possess the business judgment to make high-stakes calls in ambiguous situations, write compelling executive briefs, and drive outcomes for senior leadership. The ability to influence cross-functionally — and to hold partner teams accountable to shared commitments through to closure — will be absolutely critical to success in this role.
Key job responsibilities - Act as incident commander for high-severity, trust-impacting events; own incident-command protocols, incident rooms, severity matrices, escalation pathways, and decision frameworks - Own escalation management end to end — escalate at the right time, pull in the right owners and decision-makers, and drive issues to resolution without letting them stall - Design, implement, and own crisis response playbooks, mechanisms, and tabletop exercises to ensure organizational readiness - Drive root-cause analysis and post-mortems (correction-of-error), and track corrective and preventative actions across Engineering and Product through to closure - Write compelling senior-leadership and executive briefs (narratives, escalation briefs, status reports) that synthesize complex, cross-domain trust issues into clear decisions, risks, and asks - Define, monitor, and improve operational metrics — mean time to triage, mean time to contain, mean time to resolve, and post-incident SLA compliance - Partner with Product and Engineering to embed Trust by Design principles upstream, mitigating recurring incident patterns - Run follow-the-sun coverage with the US team; hold cross-functional teams accountable to commitments, and mentor and develop other program managers A day in the life As a Senior TPM on the Trust Review & Incident Management (TRIM) team, you will own high-impact, high-visibility incident and crisis programs that directly protect our customers.
You will begin by taking the handoff from the US on-call team, reviewing overnight incidents across all trust surfaces, and setting the day’s priorities. During active events you take incident command — classify severity, mobilize the right owners, drive the response, and keep leadership aligned through crisp briefs. Between events you invest in readiness: running tabletop drills, tightening playbooks, driving corrective actions to closure, and partnering with Engineering to embed Trust by Design upstream so recurring patterns stop repeating.
About the team TRIM is a horizontal organization within DSTPA responsible for building the technologies, programs, and services at Amazon scale that instill and grow customer trust, create mechanisms to attain ever-evolving regulatory objectives, and ensure our partners can meet their trust obligations without disruption. Our Trust Incident & Crisis Management function runs a single, consistent, always-on operating model for high-severity, trust-impacting events — detection, coordination, containment, and crisis response.
We value collaboration, continuous learning, and operational excellence, and we support new members across a broad mix of experience levels and tenures in an environment that celebrates knowledge sharing and mentorship. - Bachelor's degree in engineering, computer science or equivalent - 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 - Experience working in a fast-paced and ambiguous environment, or experience delivering results for large, cross-functional initiatives/projects - Experience in identifying incomplete or inaccurate data, identifying the root cause and creating/implementing an escalation plan, or experience communicating results to senior leadership - 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 - Experience in Incident Management, Threat Management, Corporate Investigations, Law Enforcement, Security Operations, Crisis Management or a related field - Experience managing multiple calendars, or experience in a fast-paced, high-tech company Our inclusive culture empowers Amazonians to deliver the best results for our customers.
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