Sr Program Manager, Recipient Experience

Recipient Experience (REX) empowers customers to track and manage their deliveries, know exactly when their orders will arrive, and discover new ways to shop along the way. REX pages are some of Amazon's most-visited destinations, serving hundreds of millions of customers with billions of visits annually.

As Senior Program Manager, you'll be the force multiplier that enables our product and engineering teams to move faster, ship with higher quality, and scale globally — by building the mechanisms, driving cross-functional alignment, and managing the operational rigor that turns ambitious product vision into customer-facing reality. This is a highly strategic role shaping the operational backbone of experiences that touch every Amazon customer multiple times per order, driving significant attributed sales and customer engagement.

You'll establish and drive execution towards global parity across marketplaces, act as the customer champion by synthesizing voice-of-the-customer insights into actionable priorities, and set a high bar for business and customer impact measurement across feature launches. You'll build scalable frameworks for how we evaluate launch readiness, define success metrics, and hold ourselves accountable to outcomes — not just outputs. You'll also establish think-big mechanisms that help the team ideate faster, identify quick CX experiments we can run on an ongoing basis, and create the operational rhythm that keeps innovation velocity high without sacrificing quality.

This role requires someone who can operate at both the strategic and tactical level: partnering with product leadership to shape planning inputs and prioritization frameworks, while simultaneously driving the day-to-day execution cadence that keeps complex, multi-team programs on schedule. You'll synthesize insights from WBR metrics, customer escalations, and launch data into actionable narratives for leadership — and build the connective tissue between teams that prevents gaps from becoming customer-facing defects.

You are an excellent written and verbal communicator who can influence without authority across organizational boundaries, drive clarity in ambiguous situations, and earn trust with both technical and executive audiences. You thrive in fast-paced environments with competing priorities, bring a bias for action paired with sound judgment, and have a track record of building mechanisms that outlast any single initiative.

Key job responsibilities

Build and own scalable mechanisms for launch readiness, weblab governance, metric reporting, and cross-team alignment that allow the product team to stay focused on customer problems rather than operational overhead

Establish and drive execution towards global parity — ensuring features launch consistently across marketplaces with clear timelines and accountability

Act as the customer champion by consolidating voice-of-the-customer signals (escalations, social VOC, survey data, CX defects) into actionable insights that inform product priorities

Set a high bar for measurement — building frameworks that rigorously evaluate feature launches against business and customer impact metrics, and holding the team accountable to outcomes

Identify and drive quick CX experiments (messaging tests, UX variations, notification strategies) on an ongoing basis, creating an operational rhythm of continuous improvement

Establish think-big mechanisms that help the team ideate faster — from structured brainstorms to competitive benchmarking to cross-org inspiration sessions

Drive peak readiness, compliance workstreams, and operational health — ensuring our most critical customer experiences remain always-on

Synthesize insights from WBR metrics, customer escalations, and launch data into actionable narratives for leadership up to VP level through business reviews, escalation documents, and planning inputs

About the team

We're a scrappy, low-ego crew that thrives on turning ambiguity into impact. We move fast, ship big, and take pride in delivering outsized value. Our work lives in uncharted territory where no one's built the map yet, so we roll up our sleeves, seek truth relentlessly, and build frameworks that bring clarity to chaos. If you love cracking hard problems with brilliant teammates who check their egos at the door, you'll fit right in. We work hard, laugh often, and build experiences touching hundreds of millions of customers. Come join the fun!

Basic Qualifications

• 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

Preferred Qualifications

• 5+ 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 general AI tools
• Experience designing, implementing, and scaling upskilling, apprenticeship, or workforce development programs across large-scale operations or corporate environments, including forecasting workforce needs and leveraging analytics to drive program decisions

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