Sr. Program Manager, eXperience Measurement Science (XMS)

ID: 5915

Type: Full-time

Category: Others

Company Name: Amazon.com Services LLC

Location: USA, WA, Seattle - Seattle - United States

Salary: 115,600.00 - 160,000.00 USD annually

Job Description

Are you excited by the challenge of harnessing employee voices across the globe? The eXperience Measurement Science team is seeking an experienced Program Manager with a passion for understanding and simplifying complex spaces to own programs and projects focused on employee listening. You will work cross functionally between multiple software teams, science teams, and business stakeholders to implement survey strategies designed to solve complex business and people problems in a responder friendly way. You will be a key player in operating existing systems and taking those learnings into reinventing new employee listening products with generative AI and statistical models. You will be directly responsible for survey campaign performance, identifying process improvement opportunities, and developing content management strategies for employee listening - advancing our ability to deliver the right content to the right person at the right time.

The ideal candidate for this role will have an Operational Excellence mindset, high technical acumen, and a track record for using automation to drive change. You will thrive on ambiguity, problem solving, and have a demonstrated ability to think strategically and analytically about risks, challenges, and opportunities.

Key job responsibilities
Manage a portfolio of content programs and survey campaigns designed in partnership with the eXperience Measurement Science team to measure key outcomes for Amazon and its’ businesses.

Collaborate with partner teams and stakeholders to translate strategic initiatives into feasible, actionable plans.

Create thorough documentation detailing the design for survey campaign deployment including content campaigns, populations, and integrations with internal technical systems.

Identify and drive improvement opportunities for survey campaign development.

Define key performance indicators (KPIs) for survey campaigns and establish reporting mechanisms.

Represent the eXperience Measurement Science center of excellence with PXT and broader Amazon businesses, fostering relationships for successful outcomes.

About the team
The eXperience Measurement Science (XMS) team own the experience measurement strategy and execution for global Amazon, including active listening and experience priorities for corporate and WW Operations, operationalized via Connections and other data collection tools. We set and execute a scientific data collection strategy that underpins listening modeling, prediction, and insights across Amazon whilst prioritising a positive responder experience.

Basic Qualifications

- 6+ years of program or project management experience
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Experience using data and metrics to determine and drive improvements
- Experience implementing repeatable processes and driving automation or standardization
- Experience working cross functionally with tech and non-tech teams
- Bachelor's degree
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in SQL Server/MySQL

Preferred Qualifications

- 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
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience using data and metrics to measure impact and determine improvements
- Knowledge of data science, quantitative research methods, and experimental design.
- Successful record of implementing new strategies, systems, processes, and mechanisms with measurable results.
- High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision.
- Technical fluency; comfortable understanding and discussing technology concepts, prioritization, trade-offs and new opportunities with technical team members.
- Proven ability to influence without authority.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 115,600.00 - 160,000.00 USD annually

Company Information

Company Name: Amazon.com Services LLC

Company Website: https://www.amazon.com

Company Address: 410 Terry Ave N, Seattle, WA 98109, United States

Amazon.com Services LLC is an operating company in the Amazon corporate family that supports and delivers a broad set of technology-enabled retail and marketplace services. As part of the larger Amazon organization, it participates in the operation and management of Amazon’s online retail marketplace, third‑party seller programs, fulfillment and logistics solutions, and related customer-facing services. The company’s activities are oriented around applying software, systems engineering and logistical infrastructure to enable large-scale e-commerce, digital distribution and platform services for consumers and businesses. Overview and scope Amazon.com Services LLC functions as one of the entities through which Amazon delivers commerce and seller-related services. In practice, that includes enabling Amazon’s marketplace for third‑party sellers, operating fulfillment programs (including Fulfillment by Amazon—FBA), and supporting the web and mobile retail experiences that customers use to discover, buy and receive products. The company leverages Amazon’s broader investments in distributed computing, data analytics, inventory systems and automated fulfillment to provide both consumer-facing retail and business-to-business seller services. Core business activities The core activities associated with Amazon.com Services LLC revolve around online retail operations and the technology and logistics that underpin them. Key activities include: operating the Amazon.com consumer marketplace and associated storefronts; managing programs that onboard, list and transact for third‑party sellers; providing fulfillment, warehousing and shipping services for inventory enrolled in Amazon’s logistics networks; powering payments and order processing systems; and supporting customer service operations related to retail transactions. These activities are tightly integrated with Amazon’s global logistics network, delivery services, and software platforms that enable inventory management, pricing, content management and search/recommendation systems. Main products and services While Amazon.com Services LLC is one of several operating companies in the Amazon group, the practical products and services associated with its operations include marketplace hosting for third‑party sellers (seller accounts, tools and dashboards), fulfillment and warehousing services (including FBA), order processing and returns management, customer service support for retail transactions, and technology platforms that expose APIs and seller tools for listing, pricing and inventory control. These services enable merchants to sell through Amazon’s digital storefronts and to use Amazon’s fulfillment infrastructure for storage, packing and shipping. Relationship to broader Amazon offerings The operational scope of Amazon.com Services LLC overlaps and integrates with other Amazon businesses and technology platforms. For example, Amazon Web Services (AWS) provides the cloud infrastructure and many platform services that power Amazon’s retail site and seller services, while Amazon’s consumer-facing subscription services such as Amazon Prime (which bundles fast shipping, streaming and other benefits) influence demand and fulfillment priorities. Additionally, Amazon’s devices (Kindle, Echo/Alexa, Fire TV) and digital content offerings (Prime Video, Amazon Music, Audible) form adjacent product lines that operate within the same corporate ecosystem, increasing cross‑channel customer engagement with the retail marketplace. Technology and innovation focus Amazon.com Services LLC operates in an environment driven by software, systems engineering and logistics innovation. Amazon’s public communications emphasize technology investments in automation, robotics, machine learning, search and recommendation algorithms, and large-scale distributed systems to improve selection, convenience and price. The company’s approach to improving customer experience and seller services is built on continuous iteration in software, data science and operational research, as well as deployment of warehouse automation and transportation optimization technologies. Customers and users End customers are the millions of consumers who shop on Amazon’s retail websites and use related mobile apps. Another primary customer segment is the millions of third‑party sellers and professional merchants who use Amazon’s marketplace and seller services to reach consumers globally. Businesses and developers that integrate with Amazon’s seller APIs, fulfillment services, and advertising platforms also rely on the services and systems that Amazon.com Services LLC helps deliver. Official mission and corporate context Amazon’s public materials state a mission and guiding principle focused on customer centricity—commonly expressed by the company as striving “to be Earth’s most customer‑centric company.” That mission underpins the retail and marketplace operations and is reflected in investments in selection, convenience and low prices. Amazon operates across multiple industries including e-commerce, cloud computing, digital streaming, consumer electronics and logistics; Amazon.com Services LLC is a part of that broader corporate structure and concentrates on the commerce and seller-facing components of the business. Regulatory and corporate form Amazon.com Services LLC is a limited liability company within the Amazon corporate structure; like other operating subsidiaries, it is used to carry out specific aspects of Amazon’s commercial activities. Public filings and corporate disclosures identify multiple Amazon subsidiaries that collectively operate global retail, subscription, cloud and device businesses. Amazon’s public investor relations and corporate governance materials describe Amazon as a technology company with e-commerce and cloud computing core competencies, and Amazon.com Services LLC functions within that legal and operational framework. Summary In summary, Amazon.com Services LLC is a technology-enabled operating company in the Amazon family that provides and supports the marketplace, seller services, fulfillment and related retail operations that allow consumers to buy products and third‑party sellers to reach customers through Amazon’s digital storefronts. Its work is characterized by large-scale software systems, fulfillment and logistics networks, and continual investment in automation and data-driven tools to improve customer and seller experiences. The company’s activities align with Amazon’s stated customer-centric mission and the broader corporate focus on leveraging technology to scale commerce and distribution globally.

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