AI-Driven CX & Insights Program Manager

Amazon; Hawthorne (CA); On-site; USD 74,000 - 130,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon.com Services LLC in Hawthorne, CA is seeking an Program Manager for CEIT to design and drive AI-enabled customer insights and cross-functional initiatives. You will leverage AI to surface patterns in customer data and build scalable workflows that impact execution across the organization.

The role emphasizes strategic AI adoption, SOP design, and mentorship of junior team members, with KPIs and executive reporting to drive outcomes. This is a full-time on-site role in California.

Qualifications

• 3+ years of program or project management experience.
• Experience collaborating with tech and non-tech teams.
• Experience using data and metrics to drive improvements.
• Hands-on use of AI tools to optimize workflows and reporting with measurable gains.
• Ability to analyze performance data to identify trends and root causes.
• Experience designing AI-enabled SOPs and automated workflows.
• Proven track record partnering with cross-functional teams without direct authority.
• Experience guiding teams through process transitions with training and documentation.
• Strong written and verbal communication for leadership.
• Proficiency with AI-enhanced PM tools (JIRA, Confluence, Asana).

Responsibilities

• AI Strategy & Innovation: leverage generative AI tools to identify root causes and surface insights.
• Program Management & Execution: manage programs, analyze data, drive improvements, and design scalable workflows.
• Stakeholder Engagement & Communication: align priorities with cross-functional teams and report to executives.

Skills

AI tools usage

Cross-functional collaboration

Data-driven decision making

Project management

KPI reporting

Stakeholder communication

JIRA/Confluence/Asana

Education

Bachelor’s degree or higher

Tools

JIRA

Confluence

Asana

Job description

Amazon.com Services LLC in Hawthorne, CA is seeking an Program Manager for CEIT to design and drive AI-enabled customer insights and cross-functional initiatives. You will leverage AI to surface patterns in customer data and build scalable workflows that impact execution across the organization.

The role emphasizes strategic AI adoption, SOP design, and mentorship of junior team members, with KPIs and executive reporting to drive outcomes. This is a full-time on-site role in California.