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.
The ideal candidate is customer obsessed, has experience managing complex programs that span multiple organizations, and thrives in ambiguous environments where they can define strategy while driving tactical execution. You will work backwards from builder needs to create solutions that make it easier for Amazon teams to build remarkable customer experiences from day one.
Key job 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.
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).
Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds – including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.
