We are looking for a Senior Program Manager to own the Voice of the Customer (VoC) program for Amazon Leo - a greenfield build spanning both consumer (B2C) and enterprise (B2B) customer segments. This is a high-visibility, cross-functional role responsible for designing and operating the systems that transform customer feedback into actionable business intelligence, driving continuous improvement across the full customer journey from purchase through active service. This role is the architect of tools, systems, and customer connections - someone with a strong appetite for big data, technical depth to build and operate analytics infrastructure, and marketing acumen to translate customer signals into compelling narratives that drive action across the organization.

You will set the strategy, build the operational infrastructure, and run the day-to-day program, working across product, engineering, customer service, field service, marketing, legal, and data science to close the loop on customer feedback at scale.

Key job responsibilities
• Own end-to-end VoC program design and operations across B2C and B2B segments, including survey strategy, feedback touchpoint mapping, and escalation frameworks
• Partner with third-party vendors and internal engineering teams to integrate survey delivery across web, in-app, email, and field service channels
• Define and maintain VoC metrics, including CSAT, NPS, and operational proxy metrics, and establish escalation thresholds that trigger cross-functional action
• Build and operate real-time monitoring mechanisms, including flash reports, dashboards, and daily standup cadences, especially during high-intensity launch windows
• Lead cross-functional triage for customer-reported issues, routing signals to the appropriate owning teams (product, network engineering, hardware, CS, field service) and tracking resolution
• Design and operate business review cadences (daily, weekly, monthly, quarterly) that connect customer feedback to leadership decision-making
• Collaborate with legal, privacy, and security teams to ensure survey and data handling practices meet compliance requirements
• Define go/no-go quality gates for new market launches using VoC-derived customer satisfaction and service reliability metrics
• Build and maintain the VoC analytics infrastructure in partnership with BI engineers, ensuring data from multiple feedback channels feeds a single source of truth

Export Control Requirement:

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

BASIC QUALIFICATIONS

- Bachelor's degree

- 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 across several teams

PREFERRED QUALIFICATIONS

- 2+ years of driving process improvements experience

- Knowledge of general AI tools

- Experience in survey design and datasets

- Experience building and operating customer feedback or VoC programs at scale

- Background in consumer electronics, connectivity services, or hardware-as-a-service products

- Experience managing VoC programs across both consumer and enterprise customer segments

- Familiarity with AWS data and analytics services (QuickSight, S3, etc.)

- Experience in a launch or early commercial stage environment; comfort operating under ambiguity with high urgency

- Track record of building programs from scratch without inherited infrastructure or playbooks

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, BELLEVUE - 115,600.00 - 160,000.00 USD annually