Senior Technical Account Manager (TAM) Manager – North America Books

About the role

Join Amazon’s North America Books team as a Senior Technical Account Manager (TAM) Manager. You will lead a group of TAMs who onboard, support, and troubleshoot publishers, ensuring they follow best practices for high‑quality content delivery.

Key responsibilities

• Directly hire, coach, and develop a team of 12+ TAMs supporting publishers.
• Collaborate with product management, engineering, and shared services to improve publisher tools and educational programs.
• Continuously enhance publisher and customer experience by ensuring superior TAM support and advocacy.
• Define, launch, and refine SOPs for complex publisher inquiries and catalog changes.
• Serve as subject‑matter expert for global publisher support processes and systems.
• Drive technology and process innovations for scalability, efficiency, and scope.
• Establish and refine key performance indicators for global operational support.
• Own root‑cause investigations and resolutions across the team.
• Act as escalation point for vendor concerns.

Required profile

• 5+ years of experience working cross‑functionally with technical and non‑technical teams.
• 5+ years of team management experience.
• 5+ years of cross‑functional project delivery experience.
• 5+ years of program or project management experience.
• Experience defining program requirements and using data/metrics for improvements.

Required skills