Senior Program Manager

Be part of the high-performing team behind Amazon’s new generative AI-powered shopping assistant Rufus. Rufus makes it easy for customers to find and discover the best products to meet their unique needs by helping with product research, providing comparisons and recommendations, answering specific product questions, and more.
We are hiring a Sr. Program Manager to design and drive business critical programs targeted at improving Rufus customer experience (CX) and create positive business impact. If you are customer obsessed, passionate about data, agile, have ability to influence leadership teams and like working with partner teams across time zones then this role is for you. This role is inherently high-visibility and highly cross-functional, requiring collaboration and influence across product, design, science, and engineering.
A successful candidate will thrive in ambiguity, bringing process and discipline to a highly dynamic and fluid environment. This role will require excellent written and oral communication skills, exceptional judgment, strong interpersonal skills, deep curiosity about how things work, and a passion for serving customers. You must enjoy context-switching and partnering at all levels of the organization to deliver results.
Key job responsibilities
a. Own key CX Quality metrics that measure customer’s shopping success in interacting with Rufus
b. Design and drive business critical programs that bring a programmatic focus to improving these metrics and goals, some of which may be SVP/VP goals.
c. Collaborate with tech, business & ops teams and influence them in order to deliver best product and features to improve CX.
d. Provide updates to leadership team on key programs, processes and metrics
e. Build and drive mechanisms to ensure delivery on key actions from leadership reviews
f. Highlight any bottlenecks that block progress, propose potential solutions and drive implementation
- 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
- Experience working cross functionally with tech and non-tech teams
- Demonstrated ability to lead with influence rather than authority, excellent customer engagement.
- 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