Program Manager, Customer Experience and Business Trends

We are seeking a Program Manager to join our exciting new team building technical capabilities to measure Amazon’s new Gen-AI/LLM products – a high-visibility, high-impact space for Amazon. This is a critical role that helps ensure the quality of Gen-AI/LLM products across multiple high-impact projects and provides team members with the opportunity to learn about how these products are built through managing key aspects of workflows that contribute to their success. Our near-term objective is to optimize team processes, and reduce operational overhead, while scaling our capacity to support more simultaneous projects. The ideal candidate will be detail-oriented, analytical, and comfortable managing multiple concurrent projects. You will work closely with vendors, senior team members, and various stakeholders across Amazon teams. This position requires strong organizational skills, the ability to maintain quality standards, and experience in delivering consistent results in a fast-paced environment.

As a Program Manager on this team, you will be responsible for executing and managing Gen-AI/LLM quality processes, coordinating with vendors, and supporting the delivery of high-quality annotation projects for Customer Experience and Business Trends teams.

Key job responsibilities
- Execute and maintain Gen-AI/LLM output quality audit processes
- Track and manage annotation expenses and budget allocation
- Create and maintain annotation guidelines in collaboration with senior team members
- Serve as primary point of contact for vendor coordination and management
- Develop and deliver quality metrics reports on regular cadence
- Manage day-to-day annotation project administration
- Support multiple simultaneous annotation projects
- Ensure compliance with annotation SLAs and quality standards

A day in the life
Our team is dedicated to improving Amazon’s products and services through evaluation of the end-to-end customer experience using both internal and external processes and technology. Our mission is to deeply understand our customer’s experience, challenge the status quo, and provide insights that drive innovation to improve that experience. Through our analysis and our insights, we inform business decisions that directly impact customer experience as customers of new GenAI and LLM technologies.

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.- 2+ years of program or project management experience
- Bachelor's degree or equivalent
- Experience in a highly analytical, results-oriented environment with cross functional interactions- Knowledge of Lean principles and DMAIC methodology
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Experience with SQL
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience with Gen-AI products and quality assurance processes

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.