Senior Program Manager, Customer Experience and Business Trends

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

Job summary

A leading company is seeking a Senior Program Manager for a pivotal role in enhancing Amazon's Working Backwards program. This position is crucial for developing customer-centric product solutions, engaging with cross-functional teams, and leveraging AI-driven innovations. Ideal candidates will possess strong program management experience and a passion for customer experience.

Qualifications

• 5+ years of program or project management experience required.
• 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 analyze program effectiveness.

Skills

Program Management

Customer Obsession

Data Analysis

Cross-Functional Collaboration

Risk Management

Education

Master's degree or MBA

Job description

Senior Program Manager, Customer Experience and Business Trends

Senior Program Manager, Customer Experience and Business Trends

1 day ago Be among the first 25 applicants

Lensa is the leading career site for job seekers at every stage of their career. Our client, Amazon, is seeking professionals in Santa Clara, CA. Apply via Lensa today!

Description

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.

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Lensa by 2x

Get notified about new Business Program Manager jobs in Santa Clara, CA.

Fremont, CA $142,000.00-$202,000.00 5 days ago

Business Program Manager III, Customer Experience, Google Cloud

Sunnyvale, CA $158,000.00-$235,000.00 2 hours ago

Business Operations Manager - Capacity Planning

Menlo Park, CA $159,000.00-$225,000.00 2 weeks ago

Sunnyvale, CA $142,000.00-$202,000.00 5 days ago

Sr. Business Operations and Strategy Manager

Menlo Park, CA $159,000.00-$225,000.00 3 weeks ago

Business Operations Manager/Program Manager

Senior Program Manager, Customer Experience and Business Trends

Santa Clara, CA $104,100.00-$185,000.00 5 days ago

Senior Program Manager, Store Operations

Dublin, CA $108,800.00-$165,950.00 2 weeks ago

Dublin, CA $105,600.00-$161,100.00 1 week ago

Technical Program Manager (L5), Ads Finance

Program Manager, Customer Success Enablement

Redwood City, CA $95,000.00-$110,000.00 3 weeks ago

Senior Program Manager, Research Operations

Menlo Park, CA $128,000.00-$187,000.00 5 hours ago

Fremont, CA $157,000.00-$218,000.00 2 weeks ago

Sr. Manager/Manager of People Strategy and Programs

San Mateo, CA $160,000.00-$230,000.00 4 hours ago

Fremont, CA $111,000.00-$244,000.00 1 week ago

San Jose, CA $111,500.00-$191,950.00 1 month ago

Fremont, CA $111,000.00-$244,000.00 1 week ago

Sr Manager, Business Strategy and Operations

Foster City, CA $157,590.00-$203,940.00 21 hours ago

Fremont, CA $111,000.00-$244,000.00 1 week ago

Senior Program Manager, NPI and NSI Global Customer Services

Manager, Technical Program Management, Manufacturing Software Systems

Mountain View, CA $183,000.00-$271,000.00 2 weeks ago

Senior Program Manager, Sales and Success Transformation

Mountain View, CA $121,200.00-$179,500.00 3 days ago

San Jose, CA $111,500.00-$191,950.00 1 week ago

San Jose, CA $111,500.00-$191,950.00 1 week ago

Senior Manager, Technology Operations - Strategic Partnerships and Business Development

Sunnyvale, CA $117,000.00-$234,000.00 5 days ago

San Jose, CA $123,600.00-$216,300.00 1 week ago

Sr. Program Manager - Tariff Strategy & Duty Drawback

Manager, Strategy and Business Development

Senior Technical Program Manager - Workday Financial Management (REMOTE)

San Jose, CA $130,000.00-$260,000.00 1 day ago

Fremont, CA $132,000.00-$276,000.00 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.