Sr. Program Manager, Customer Experience and Business Trends

Do you love problem solving Are you energized by working with diverse teams that cut across multiple geographies and organizations Do you get excited about delivering projects that improve efficiency This Sr. Program Manager role in Customer Experience & Business Trends (CXBT) could be what youre looking for.

The mission of the OE team within CXBT is to create self-sustaining business-critical processes for the management and operation of CXBT. To do this the OE team (1) manages various org-wide initiatives (e.g. goal setting operational planning headcount management) (2) drives continuous improvement to those processes through automation/tooling and (3) drives improvements to CXBTs general operations through standardization and developing new mechanisms. We are a small but mighty team of people passionate about driving outcomes for our org!

Successful candidates will have experience initiating driving and delivering multiple projects possess data and situational analysis skills can exercise high judgement in ambiguous spaces and earn trust with their customers. They can look ahead to anticipate needs and set a vision to meet those needs gaining necessary buy-in from senior leaders. They are also highly motivated to bias for action work autonomously and are willing to jump in where needed. The ideal candidate should not only be passionate about delivering high-quality results but obsessed with providing meaningful recommendations and driving continuous improvement.

Key job responsibilities
- Rhythm of Business Management: Design implement and manage key Rhythm of Business programs that support business operations across CXBT (e.g. OP1 Business Reviews)
- Program Management: Architect end-to-end program frameworks that scale across teams and geographies. Establish clear success metrics and drive continuous improvement - retiring programs that no longer deliver ROI and investing in mechanisms that do.
- Stakeholder Management: Build and maintain trusted relationships with senior leaders across CXBT and partner organizations to drive alignment on priorities resource allocation and strategic direction. Influence without authority to resolve competing priorities and ensure organizational energy flows toward the highest-impact work.
- Financial Acumen: Translate financial variance analysis into actionable leadership recommendations. Partner with Finance to identify risks early model trade-off scenarios and drive accountability for annual financial targets.
- New Program Design and Implementation: Identify capability gaps and emerging organizational needs before they become blockers. Build business cases for new programs and tooling investments secure leadership sponsorship and deliver from concept through adoptionowning outcomes not just launches.
- Cross-Team Collaboration: Operate as the connective tissue across CXBT teams proactively identifying misalignment dependency risks and coordination failures. Drive resolution at speed escalating judiciously when trade-offs require senior leadership input.

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 Amazons customer experience. 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 investors streamers gamers).

Our approach is based on determining the customer need 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 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
- Knowledge of general AI tools
- Experience designing implementing and scaling upskilling apprenticeship or workforce development programs across large-scale operations or corporate environments including forecasting workforce needs and leveraging analytics to drive program decisions

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 115600.00 - 160000.00 USD annually