Sr. Technical Program Manager , Customer Experience and Business Trends

Amazon

Seattle, WA

JOB DETAILS
SKILLS
Alliance/Partner Management, Amazon Web Services (AWS), Benchmarking, Bridge Building, Budgeting, Business Analysis, Business Intelligence, Civil Engineering, Communication Skills, Computer Vision, Cross-Functional, Customer Experience, Data Analysis, Data Quality, Data Science, Diving, Gaming, Green Construction, Industry/Trade Analysis, Leadership, Metrics, Operations Planning, Operations Processes, Performance Analysis, Performance Management, Performance Metrics, Problem Solving Skills, Procedure Implementation, Product Development, Product Management, Product Programs, Project/Program Management, Publications, Requirements Management, Requirements Validation/Verification, Risk, Risk Analysis, Risk Management, Sales, Schedule Development, Service Level Agreement (SLA), Software Development, Software Engineering, Team Lead/Manager, Technical Analysis, Technical Leadership
LOCATION
Seattle, WA
POSTED
30+ days ago
Description Are you passionate about improving the performance of AWS services for all of our customers? Do you want to shape the metrics that inform critical business decisions for Amazon's leadership team, including the Chief Executive Officer and Board of Directors? Join the Customer Experience and Business Trends (CXBT) organization as our single-threaded owner for continuously communicating performance metrics to leadership. In this high-impact role, you will serve as the critical bridge between our engineering team and service teams, ensuring data quality and accuracy. You'll work with directors and VPs across multiple teams while coordinating between global teams to deliver reliable, actionable insights that drive strategic decisions. This role combines deep technical communication skills with the seniority and leadership engagement that makes Amazon's customer experience world-class. Key job responsibilities - Drive end-to-end ownership of performance metrics reporting to leadership, ensuring data accuracy and reliability - Build and maintain strategic relationships with engineering leaders, directors, and Vice Presidents across service teams, serving as the technical liaison for performance metrics definition, coordination, and validation - Lead cross-functional collaboration across multiple teams to define metric requirements, validate data correctness, and coordinate changes for stale or outdated metrics - Partner with global engineering teams to ensure seamless data integration between beta and production metrics to prevent data gaps - Develop and implement operational excellence procedures for monthly benchmarking data publication, monitoring program health and proactively identifying risks before they impact leadership reporting A day in the life You'll start by reviewing metric definitions with Principal Engineers, diving deep into data quality assessments and identifying potential gaps that could impact decision-making. Throughout the day, you'll coordinate with teams across different time zones, facilitating alignment on technical approaches and ensuring seamless execution. You'll also analyze complex technical problems, translating business needs into clear requirements while driving decisions after working with diverse stakeholders. 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 technical product or program management experience - 7+ years of working directly with engineering teams experience - 3+ years of software development experience - 5+ years of technical program management working directly with software engineering teams experience - Experience managing programs across cross functional teams, building processes and coordinating release schedules Preferred Qualifications - 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience - Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules - Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually

About the Company

A

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
FOUNDED
1994
WEBSITE
http://Amazon.com/militaryroles