Senior VoC Program Lead – Global Connectivity

Amazon; Bellevue (WA); On-site; USD 116,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon seeks a Senior Program Manager to own the Voice of the Customer program for the Leo Global Customer Operations. The role spans both consumer and enterprise segments, designing systems that translate feedback into business intelligence and driving improvements across the full customer journey.

You will set strategy, build infrastructure, and run day-to-day operations, collaborating with product, engineering, CS, field service, marketing, legal, and data science to close the loop at scale.

Qualifications

• Bachelor's degree required and 5+ years in program or project management.
• Experience using data and metrics to drive improvements.
• Proven ability to own strategy, delivery, and report results to leadership.
• Ability to work cross-functionally across multiple teams.

Responsibilities

• Own end-to-end VoC program design and operations for B2C and B2B.
• Partner with vendors and engineering to integrate survey delivery across channels.
• Define VoC metrics and escalation thresholds for cross-functional action.
• Build real-time monitoring with dashboards and flash reports.
• Lead triage of customer-reported issues and track resolutions.
• Design business review cadences linking feedback to leadership decisions.
• Collaborate with privacy, legal, and security for data handling compliance.
• Develop VoC analytics infra with BI engineers to feed a single truth source.

Skills

Program management

Data-driven decisions

Cross-functional

Survey design

VoC programs

Leadership

Education

Bachelor's degree

Tools

AWS QuickSight

AWS S3

Job description

Amazon seeks a Senior Program Manager to own the Voice of the Customer program for the Leo Global Customer Operations. The role spans both consumer and enterprise segments, designing systems that translate feedback into business intelligence and driving improvements across the full customer journey.

You will set strategy, build infrastructure, and run day-to-day operations, collaborating with product, engineering, CS, field service, marketing, legal, and data science to close the loop at scale.