At Amazon, we are working to be the most customer-centric company on earth. To do this, we look for the world’s brightest minds, offering an environment in which they can advocate for customers and solve complex problems on their behalf, with ingenuity and simplicity.

The Senior Program Manager, Customer Experience, is a core member of Worldwide (WW) Customer Experience (CX) organization within Customer Service (CS). This team proactively engages with business stakeholders across the company and leverages the voice of the customer, data analysis, and process expertise to detect and eliminate systemic defects that affect our customers.

A successful candidate will have experience leading large, cross-functional initiatives. They are customer obsessed and have a knack for inspecting every aspect of their experience to identify opportunities to improve processes. They will effectively communicate with and influence stakeholders from a wide range of seniority, domains, and technical expertise.

Key job responsibilities
- Drive the expansion and management of a strategic roadmap involving unique and innovative customer solutions.
- Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates and set up mechanisms to ensure programs are on track.
- Identify and resolve issues that affect customer experience and may impair the team’s ability to meet strategic, product, and technical goals.
- Build relationships across Amazon teams to deliver on your roadmap. Partner with program/product managers, category teams, finance, legal, operations associates and engineers to deliver on your roadmap.
- Operate autonomously; drive programs end-to-end including business goals, technical solutions, to improve customer experience.
- Communicate clear and concise expectations and requirements with business and technology teams.
- Capacity to present well-reasoned and data-driven proposals in both verbal and written form.

A day in the life
You come into the office with a curious mindset ready to dive into complex sets of data, review customer anecdotes, and walk the store in order to find hidden problems that affect our customers and that result in CS contacts and concessions. You develop well-documented and data-driven business cases based on your newly gained insights. You surface these business cases to business, product, and technical teams to influence their prioritization of solutions that fix these issues. You measure the impact of implemented solutions to celebrate the improved customer experience and the cost savings from your projects.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
The WW CX team sits within the CS organization. We are on a mission to relentlessly advocate for customers and eliminate defects that affect their experience while shopping on our stores. We leverage data, customer anecdotes, process expertise, and cross-functional collaboration to improve the customer experience.