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Manager, Program Management, Customer Experience and Business Trends
2 weeks ago
Transform Customer Experience at Scale: Lead a High-Impact Global Team Driving Innovative Insights
We're seeking a dynamic Program Management leader who will revolutionize how we understand and enhance customer journeys across Amazon's diverse business lines. In this pivotal role, you'll drive high impact programs, work with global teams, leverage data-driven strategies, and directly contribute to Amazon's mission of becoming Earth's Most Customer-Centric Company.
Key job responsibilities
- Develop Strategic Roadmaps: Collaborate with global Product and Customer Insights managers to design comprehensive annual study strategies
- Lead High-Performance Teams: Manage, motivate, and develop a team of associates, fostering a culture of excellence, trust, and continuous learning
- Drive Process Innovation: Implement continuous improvement methodologies, identify automation opportunities, and optimize team productivity
- Ensure Quality Excellence: Conduct rigorous performance audits, analyze data insights, and develop scalable solutions to enhance customer experience
- Global Stakeholder Engagement: Partner with international teams to understand requirements, deliver high-quality results, and maintain exceptional communication
A day in the life
Your day will be a blend of strategic leadership, cross-functional collaboration, and continuous innovation. You'll navigate complex global projects, engage with diverse teams across geographies, and transform raw data into actionable customer experience insights. From designing robust research methodologies to mentoring your team, every moment will be focused on driving meaningful improvements.
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.)
- Program or project management experience.
- Cross-functional collaboration with technical and non-technical teams.
- Experience delivering complex, multi-dimensional projects.
- Proficiency in defining program requirements using data and metrics
- Demonstrated team management capabilities.
- Experience implementing standardized, repeatable processes
- Expertise in data mining, management, and SQL query development
- Background in driving automation and process standardization
- Advanced understanding of cross-functional project dynamics
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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
