Senior Program Manager, Selling Partner Satisfaction & Strategic Insights

Amazon • Seattle, WA

2d • Onsite

About The Position

This role is for a Senior Program Manager who will own and drive the cross-organizational Selling Partner (SP) Satisfaction strategy and deliver measurable seller experience improvements. The position requires defining program direction, working independently across organizations, influencing Director and VP levels, and translating complex satisfaction data into clear executive narratives that drive action. The ideal candidate thrives at the intersection of data, strategy, and stakeholder influence, and can own the accountability framework to ensure the right changes happen and that sellers feel the difference. The Selling Partner Satisfaction & Strategic Insights (SPSSI) team is responsible for the measurement, research, and strategic insights that inform how Amazon improves the selling experience for over 2 million sellers worldwide. They track satisfaction across major seller touchpoints, identify drivers of dissatisfaction, and partner with teams across the organization to turn these insights into measurable improvements.

Requirements

• 8+ 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
• Experience working cross functionally with tech and non-tech teams
• Knowledge of general AI tools
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• 3+ years of communicating with and presenting to executive and senior audiences experience
• 3+ years of leading large complex programs experience
• Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment

Nice To Haves

• 3+ 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
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions
• Experience in complex problem solving, and working in a tight schedule environment
• Experience with satisfaction measurement, voice-of-customer programs, or seller/customer experience programs, goal-setting frameworks, and accountability mechanisms

Responsibilities

• Define and manage the SP satisfaction program strategy, including goal-setting, roadmap reviews, and escalation when goals are at risk.
• Own executive-level reporting mechanisms: monthly kingpin goal updates, WBR satisfaction slides, quarterly QBR satisfaction narratives, and CX slide content for CEO/Board-level review.
• Lead cross-organizational stakeholder engagement with partner teams to align roadmaps and ensure committed actions are delivered on schedule.
• Translate satisfaction data, verbatim seller feedback, and research findings into clear, seller-backward narratives that senior leaders use to make decisions.
• Drive the quarterly satisfaction flash synthesizing trends, identifying emerging risks, and providing actionable recommendations to leadership and partner teams.
• Identify gaps between what partner teams are building and what sellers are telling us, and use data to influence prioritization of seller experience improvements.
• Coordinate with researchers and data scientists on the team to ensure insights are timely, accurate, and connected to the right stakeholder actions.
• Partner with the team's Sr. Product Manager and Research Scientists to ensure product strategy aligns with program goals and that measurement capabilities evolve to meet emerging business needs.

Benefits

• 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
• parental leave
• sign-on payments
• restricted stock units (RSUs)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior