Senior Program Manager, Customer Experience and Business Trends

Amazon; Santa Clara (CA); On-site; USD 104,000 - 185,000; Full time

Job summary

Amazon is seeking a Senior Program Manager to lead the Working Backwards program, innovating customer-centric product development. This role encompasses managing complex programs, driving strategic partnerships, and ensuring quality service delivery with focus on builder needs and program evolution. Applicants should have extensive experience in program management and strong analytical skills to enhance customer experiences across multiple business units at Amazon.

Benefits

Comprehensive medical benefits

Employee stock options

Competitive salary package

Workplace accommodations for disabilities

Qualifications

• 5+ years of program or project management experience.
• Experience using data and metrics to determine and drive improvements.
• Experience owning program strategy and communicating results.

Responsibilities

• Manage the lifecycle of Amazon's Working Backwards program.
• Drive the evolution of program components into scalable solutions.
• Define success metrics and drive data improvements.

Skills

Program Management

Data Analysis

Strategic Partnership Management

Education

Master's degree or MBA

Job description

Senior Program Manager, Customer Experience and Business Trends

Job ID: 3007070 | Amazon.com Services LLC

We are seeking a Senior Program Manager to lead and evolve Amazon's 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 Amazon's 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.

BASIC QUALIFICATIONS

- 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

PREFERRED QUALIFICATIONS

- 2+ years of driving process improvements experience
- Master's 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 Company’s 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 $104,100/year in our lowest geographic market up to $185,000/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 https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.