Sr. Program Manager, Customer Experience Improvement

ID: 6225

Type: Full-time

Category: Others

Company Name: Amazon UK Services Ltd. - A10

Location: GBR, London - London - United Kingdom

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Job Description

Amazon Customer Service (CS) is a large and global organization, obsessed with taking care of our customers and delivering reliably fast, convenient, and helpful support when they need it. Whether customers interact with our self-serve solutions or CS Associates, we work hard to make sure they have a delightful experience with us, each and every time.
We are looking for a customer-obsessed Senior Program Manager to join us in the EU Customer Experience Improvement org within Customer Service. You will be a part of the EU team of program managers, product managers, business analysts, and business intelligence engineers who dig deep into customer friction, trace it back to its source, and drive upstream and downstream product and programmatic improvements to improve CX. You and your team will own the roadmap of EU strategic initiatives while also responding to emerging issues that need immediate attention.

Key job responsibilities
- Drive the expansion and management of a strategic Pan-EU roadmap involving unique and innovative customer solutions, accounting for country-specific market dynamics and customer expectations.
- Define areas of focus/opportunity supported by analysis, develop solutions, identify owners, set delivery/completion dates, and set up mechanisms to ensure programs are on track across EU marketplaces.
- Proactively identify and resolve issues that affect customer experience across EU stores, including defects that drive customer contacts and concessions, and may impair the team's ability to meet strategic, product, and technical goals.
- Actively build relationships across Amazon teams — including EU Retail, Transportation, Supply Chain, AMZL, Product, Finance, Legal, and Engineering — to deliver on your roadmap.
- Operate autonomously; drive programs end-to-end including business goals, technical solutions, and contact reduction initiatives to improve customer experience at scale across EU.
- Communicate clear and concise expectations and requirements with business and technology teams, adapting communication to multi-country stakeholders and senior EU leadership forums.
- Present well-reasoned and data-driven proposals in both verbal and written form, including documents for EU VP-level leadership reviews.

A day in the life
- Lead customer experience workstreams by proactively identifying and eliminating sources of friction.
- Create scalable mechanisms to work across cross-functional teams and drive organizational change.
- Establish data-driven approaches to detect issues, surface customer pain points and drive upstream action across organizations.

- Understand how AI is reshaping CX product architectures, product development and customer workflows; apply AI to enable faster learning cycles, accelerate development, make better decisions and unlock new forms of innovation

- Influence strategic direction, customer adoption decisions, engineering and business approach (internally and externally if applicable), vendors, partners, and organization priorities.
- Influence senior leaders to prioritize and address systemic customer experience issues through high-quality analytics and communication.
- Advocate for customers in product, design, and operational decisions across organizations.
- Deliver measurable outcomes aligned with organizational goals.
- Write and present clear narratives to drive alignment and decision-making.
- Coach and develop high-performing teams while creating leadership opportunities.

Basic Qualifications

- 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 in program or project management
- Native or Fluent Spanish speaker

Preferred Qualifications

- Experience leading process improvements

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

Company Information

Company Name: Amazon UK Services Ltd. - A10

Company Website: https://www.aboutamazon.co.uk/

Company Address: GBR, Doncaster

Amazon UK Services Ltd. is a United Kingdom–incorporated operating entity within the broader Amazon corporate group that provides and supports Amazon’s retail, marketplace, logistics and customer-facing operations in the UK. As an operating company associated with the Amazon ecosystem, Amazon UK Services Ltd. is responsible for commercial and operational activities that underpin the Amazon.co.uk online marketplace and related services for consumers, third‑party sellers and business customers in the United Kingdom. The company functions as an integrated part of Amazon’s local operating footprint, combining e-commerce merchandising and retailing, marketplace platform services for sellers, order fulfillment and distribution, customer service operations, and associated commercial programs such as subscription services and advertising that are offered to UK customers and partners. At a high level, the core business activities of Amazon UK Services Ltd. center on enabling and operating a large-scale online retail marketplace. This includes operating the consumer-facing amazon.co.uk storefront and associated mobile and digital interfaces; presenting and merchandising inventories of both Amazon’s own retail purchases and the broad catalogue offered by third‑party marketplace sellers; managing catalog data, pricing and promotions; processing customer orders and payments; and providing customer support functions and dispute resolution for UK shoppers. The company plays a role in packaging and delivery logistics through Amazon’s UK fulfillment network and last-mile delivery programs by coordinating warehouse operations, inventory routing and hand-off to Amazon Logistics carriers and independent delivery service partners. Amazon UK Services Ltd. supports a suite of marketplace and seller services. These services are designed to let third‑party merchants list and sell products to UK customers through Amazon’s platform. Seller-facing capabilities typically supported by the company include seller onboarding and account management tools, product listing and catalog management, order processing interfaces, Fulfilment by Amazon (FBA) options (where sellers can use Amazon’s warehouse and delivery network to store, pack and ship goods), returns management, and performance reporting. These services also include access to advertising tools that allow sellers and brands to run sponsored product and display campaigns targeted at UK shoppers, and access to analytics and business dashboards used to manage inventory, pricing and demand forecasting. A major component of Amazon UK Services Ltd.’s operations is logistics and fulfillment. Amazon operates a nationwide network of fulfilment centres, sortation centres and delivery stations across the UK; while these facilities may be managed under several related Amazon entities and operating units, the company plays a role in organising and enabling the logistics flows that serve the UK market. Typical logistics responsibilities include warehouse receiving and inventory management, order picking and packing, quality control, and coordination with Amazon Logistics and contracted delivery partners for last-mile delivery. The company also supports expedited and subscription-based delivery programs such as Amazon Prime’s fast delivery options for eligible customers. Amazon UK Services Ltd. is involved in consumer subscription and digital services sold to UK customers. While some digital products and cloud services in the Amazon portfolio are managed by separate legal entities, the UK services entity participates in the rollout, local configuration and commercial management of offerings such as Prime membership (which bundles delivery benefits with access to selected video and music content, deals and other member benefits in the UK market), as well as locally offered digital content and storefront features tailored to UK customers. The company also works with partners to operate promotional programs, seasonal sales events, and localized payment and financing offerings. Technology and platform services are central to Amazon UK Services Ltd.’s role in delivering e-commerce operations. The company leverages Amazon’s global technology stack—search and recommendation systems, marketplace APIs, seller and vendor portals, payment processing technology, and data analytics platforms—to provide a scalable online shopping experience for UK customers and to enable businesses selling through Amazon’s marketplace. This includes tools that support personalized shopping experiences, search relevance, inventory availability displays, fraud prevention, and operational dashboards for sellers and internal operational teams. In addition to customer-facing retail and marketplace operations, the company supports business-to-business functions and commercial partnerships in the UK. These include corporate procurement and vendor relationships, logistics partnerships with transportation and delivery providers, and collaboration with UK businesses that use Amazon as a channel to reach consumers. The company’s operations are also associated with employment of a substantial local workforce across technology, operations, customer service, commercial and corporate functions; coordination with third‑party service providers; and compliance with applicable UK regulatory, tax and employment frameworks. Amazon UK Services Ltd. is presented publicly as part of Amazon’s local operating structure that brings Amazon’s global retail and marketplace offerings to the UK market. The company’s activities reflect a combination of retail sales, marketplace enablement for third‑party sellers, logistics and fulfillment orchestration, customer service, and advertising and promotional services for brands and sellers. Through these functions, Amazon UK Services Ltd. contributes to Amazon’s overall objective of providing a comprehensive e-commerce platform for customers and businesses in the United Kingdom, with a focus on large selection, competitive pricing, operational speed and convenience delivered via digital platforms and an integrated logistics network.

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