Senior Program Manager, Customer Experience and Business Trends
Senior Program Manager, Customer Experience and Business Trends
Posted on :
25-06-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 104100 - 185000
Vacancy
1 Vacancy
Posted on :
25-06-2025
Job Description
We are seeking a Senior Program Manager to lead and evolve Amazons Working Backwards program a foundational methodology that ensures customer-centric product development across the company. This role offers the opportunity to transform how tens of thousands of Amazon builders approach product ideation and development by scaling proven customer obsession practices through innovative self-service and scalable solutions.
In this role you will own the lifecycle of the Working Backwards program including educational resources community engagement AI-powered solutions and strategic partnerships that reach product teams across all Amazon businesses. You will work cross-functionally with product management engineering science design learning experience teams and business stakeholders to evolve the program from primarily educational content into scalable AI-powered products that embed customer-centric thinking throughout the product development process.
The ideal candidate is customer obsessed has experience managing complex programs that span multiple organizations and thrives in ambiguous environments where they can define strategy while driving tactical execution. You will work backwards from builder needs to create solutions that make it easier for Amazon teams to build remarkable customer experiences from day one.
Key job responsibilities
- Manage the lifecycle of Amazons Working Backwards program including AI-powered products strategic partnerships community resources and training modules.
- Drive the evolution of program components into scalable automated solutions that reach builders across Amazon while maintaining program quality and user experience.
- Manage strategic partnerships with key internal teams to expand program reach explore collaboration opportunities and ensure alignment with broader Amazon initiatives.
- Lead community engagement through multiple channels including knowledge repositories learning modules volunteer networks and messaging apps.
- Develop and execute transition plans for program components including migrations user communications and continuity planning to ensure seamless service delivery during program evolution.
- Define success metrics analyze program effectiveness and drive data-driven improvements that increase builder adoption and enhance customer experience outcomes.
- Identify and mitigate risks proactively including dependencies user experience disruptions and resource allocation challenges across program components.
About the team
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience globally. We are a team of builders that develop products services ideas and various ways of leveraging data to influence product and service offerings for almost every business at Amazon for every customer (e.g. consumers developers sellers/brands employees investors streamers gamers).
Our approach is based on determining the customer need along with problem solving and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team made up of a diverse set of profiles skills and backgrounds including: Product Managers Software Developers Computer Vision experts Solutions Architects Data Scientists Business Intelligence Engineers Business Analysts Risk Managers and more.
- 5 years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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 Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
In this role you will own the lifecycle of the Working Backwards program including educational resources community engagement AI-powered solutions and strategic partnerships that reach product teams across all Amazon businesses. You will work cross-functionally with product management engineering science design learning experience teams and business stakeholders to evolve the program from primarily educational content into scalable AI-powered products that embed customer-centric thinking throughout the product development process.
The ideal candidate is customer obsessed has experience managing complex programs that span multiple organizations and thrives in ambiguous environments where they can define strategy while driving tactical execution. You will work backwards from builder needs to create solutions that make it easier for Amazon teams to build remarkable customer experiences from day one.
Key job responsibilities
- Manage the lifecycle of Amazons Working Backwards program including AI-powered products strategic partnerships community resources and training modules.
- Drive the evolution of program components into scalable automated solutions that reach builders across Amazon while maintaining program quality and user experience.
- Manage strategic partnerships with key internal teams to expand program reach explore collaboration opportunities and ensure alignment with broader Amazon initiatives.
- Lead community engagement through multiple channels including knowledge repositories learning modules volunteer networks and messaging apps.
- Develop and execute transition plans for program components including migrations user communications and continuity planning to ensure seamless service delivery during program evolution.
- Define success metrics analyze program effectiveness and drive data-driven improvements that increase builder adoption and enhance customer experience outcomes.
- Identify and mitigate risks proactively including dependencies user experience disruptions and resource allocation challenges across program components.
About the team
Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience globally. We are a team of builders that develop products services ideas and various ways of leveraging data to influence product and service offerings for almost every business at Amazon for every customer (e.g. consumers developers sellers/brands employees investors streamers gamers).
Our approach is based on determining the customer need along with problem solving and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team made up of a diverse set of profiles skills and backgrounds including: Product Managers Software Developers Computer Vision experts Solutions Architects Data Scientists Business Intelligence Engineers Business Analysts Risk Managers and more.
- 5 years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy end to end delivery and communicating results to senior leadership
- 2 years of driving process improvements experience
- Masters degree or MBA in business operations human resources adult education organizational development instructional design or related field
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 Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104100/year in our lowest geographic market up to $185000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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