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 you're 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 CXBT's 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 adoption-owning 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 Amazon"s 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.