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Introduction to Amazon and the Role Amazon, the world's most customer-centric company, is seeking a highly skilled and motivated Senior Manager to join its Customer Experience Strategy, Insights, and Programs team. As a key member of the Amazon Air team, you will play a crucial role in driving business growth, improving customer experience, and advocating for customers across the organization. If you are a strategic thinker, a data-driven decision maker, and a collaborative leader, we encourage you to apply for this exciting opportunity. Job Summary The Senior Manager, Customer Experience Strategy, Insights, and Programs will be responsible for establishing a strategic customer experience vision, leveraging program controllership mechanisms to drive accountability and mitigate risk, and force multiplying through talent management practices and corresponding guiding principles. This leader will analyze potential programs, identify those that are best aligned with strategic customer experience objectives, and integrate them within operational planning cycles. The successful candidate will have a strong background in program or project management, experience working with cross-functional teams, and a proven track record of driving business growth through data-driven decision making. Key Responsibilities • Establish and maintain cross-organizational alignment on a unified customer experience vision • Analyze potential programs to identify those that are best aligned with strategic customer experience objectives • Integrate programs within operational planning cycles (OP1 and OP2) to drive business growth and improve customer experience • Ensure stakeholder accountability and mitigate risk through program controllership mechanisms • Leverage talent management practices and guiding principles to empower internal and external stakeholders to upskill and deliver more effective results • Provide structured development and training resources for the team and key external stakeholders • Embed a culture of collective intelligence to drive continuous improvement at scale Essential Qualifications To be successful in this role, you will need to have: • 8+ years of program or project management experience • Bachelor's degree in a relevant field • Experience owning program strategy and end-to-end delivery • Experience managing teams of 6 or more • Experience defining and executing program requirements • Experience in Supply Chain Management, Cross-Organizational Strategy, programs, or other field from an accredited university or 5 years of related experience Preferred Qualifications While not essential, the following qualifications are preferred: • 10+ years of program or project management experience • 8+ years of working cross-functionally with tech and non-tech teams • Master's degree in a relevant field • Experience leveraging data-driven insights to lead strategic discussions • Experience setting business objectives, defining success metrics, and generating delivery roadmaps • Experience working with major airline/transportation/supply chain companies in a strategic leadership role Skills and Competencies The successful candidate will have: • Strong analytical and problem-solving skills • Excellent communication and interpersonal skills • Ability to work effectively in a fast-paced, dynamic environment • Strong leadership and management skills • Ability to drive business growth through data-driven decision making • Experience with program controllership mechanisms and talent management practices Career Growth Opportunities and Learning Benefits At Amazon, we are committed to the growth and development of our employees. As a Senior Manager, Customer Experience Strategy, Insights, and Programs, you will have access to a range of career growth opportunities and learning benefits, including: • Professional development programs to help you build new skills and advance your career • Opportunities to work on high-impact projects and drive business growth • Collaboration with cross-functional teams to develop and implement new strategies and programs • Access to a range of training and development resources, including online courses and workshops Work Environment and Company Culture At Amazon, we are committed to creating a positive and inclusive work environment that supports the growth and development of our employees. Our company culture is built around a set of core values, including: • Customer obsession • Ownership • Frugality • Are right, a lot • Learn and be curious • Hire and develop the best • Insist on the highest standards • Think big • Bias for action • Frugality • Earn trust • Dive deep • Have backbone; disagree and commit • Deliver results Compensation, Perks, and Benefits At Amazon, we offer a range of compensation, perks, and benefits to support the growth and development of our employees, including: • A competitive salary • Comprehensive health insurance • 401(k) plan • Paid time off (PTO) • Maternity and parental leave options • Access to a range of training and development resources Conclusion If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Senior Manager, Customer Experience Strategy, Insights, and Programs role at Amazon. With a strong background in program or project management, experience working with cross-functional teams, and a proven track record of driving business growth through data-driven decision making, you will be well-suited to this exciting opportunity. Apply today to join our team and help us drive business growth and improve customer experience. Apply This Job