Senior Program Manager, Customer Experience and Business Trends

About the position

We are seeking a Senior Program Manager to lead and evolve Amazon's Working Backwards program, a foundational methodology that ensures customer-centric product development across the company. This role offers the opportunity to transform how tens of thousands of Amazon builders approach product ideation and development by scaling proven customer obsession practices through innovative, self-service, and scalable solutions. In this role, you will own the lifecycle of the Working Backwards program, including educational resources, community engagement, AI-powered solutions, and strategic partnerships that reach product teams across all Amazon businesses. You will work cross-functionally with product management, engineering, science, design, learning experience teams, and business stakeholders to evolve the program from primarily educational content into scalable AI-powered products that embed customer-centric thinking throughout the product development process.

Responsibilities

• Manage the lifecycle of Amazon's Working Backwards program, including AI-powered products, strategic partnerships, community resources, and training modules.
• Drive the evolution of program components into scalable, automated solutions that reach builders across Amazon while maintaining program quality and user experience.
• Manage strategic partnerships with key internal teams to expand program reach, explore collaboration opportunities, and ensure alignment with broader Amazon initiatives.
• Lead community engagement through multiple channels including knowledge repositories, learning modules, volunteer networks, and messaging apps.
• Develop and execute transition plans for program components, including migrations, user communications, and continuity planning to ensure seamless service delivery during program evolution.
• Define success metrics, analyze program effectiveness, and drive data-driven improvements that increase builder adoption and enhance customer experience outcomes.
• Identify and mitigate risks proactively, including dependencies, user experience disruptions, and resource allocation challenges across program components.

Requirements

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Nice-to-haves

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

Benefits

• Medical, financial, and/or other benefits
• Equity and sign-on payments may be provided as part of a total compensation package