Senior Program Manager, Organizational Excellence


Job summary
Do you have a passion for continuous improvement? Do you love using data to drive change? Are you energized by building trust and working cross-functionally? The Senior Program Manager role on Customer Experience &amp, Business Trends could be what you’re looking for.

Customer Experience &amp, Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings – for almost every business at Amazon – for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

CXBT is seeking a Senior Program Manager to set the strategy for organizational and operational excellence initiatives focused on our hiring practices and reporting. In this role, you will partner closely with CXBT leadership, employees, and our Talent Acquisition partners to learn about the current state and identify areas of opportunity to accelerate or mitigate. You will set and manage a roadmap of initiatives, driving end-to-end program management of projects that aim to improve both hiring efficiency and employee experience. Your goal is to become an expert on the org’s global hiring needs (both technical and non-technical), and form a deep partnership with multiple Talent Acquisition partners – becoming their primary point of contact for CXBT.

Successful candidates will have experience initiating, driving and delivering multiple projects, possess data and situational analysis skills, and earn trust with their customers. They can look ahead to anticipate needs, and set a vision to meet those needs, gaining necessary buy-in from senior leaders. They are also highly motivated to bias for action, work autonomously, and are willing to jump in where needed. The ideal candidate should not only be passionate about delivering high-quality results, but obsessed with providing meaningful recommendations and driving continuous process improvement.

Key job responsibilities

  • Set CXBTs internal strategy for our hiring practices and reporting
  • Own the end-to-end program management of initiatives that improve CXBTs hiring practices, both from an efficiency and hiring manager experience perspective
  • Own reporting and documentation for monthly and/or quarterly business reviews
  • Develop and own org-wide standard operating procedures and templates for hiring practices
  • Build strong relationships with CXBT leadership, employees, and Talent Acquisition partners
  • Perform ad-hoc analysis and deep dive data to drive critical business decisions and identify areas of opportunity
  • Be active in identifying risks/opportunities and challenging the status quo

About the team
The mission of the Organizational Excellence (OE) team within CXBT is to create self-sustaining business-critical processes for the ongoing management and operation of CXBT. To do this, the OE team 1) manages the process for various org-wide initiatives (e.g., goal setting, operational planning, headcount management, etc.), 2) drives continuous improvement to those processes (sometimes through automation/tooling), and 3) drives improvements to CXBT general operations (e.g., standardization through SOPs, developing new mechanisms, etc.).

We’re a small but mighty team of people passionate about continuous improvement.


  • 5+ years of experience in program or project management
  • Experience using data and metrics to drive improvements
  • Experience owning program strategy, end to end delivery, and communicating results to senior leadership


  • Experience in a Talent Acquisition related role.
  • Exceptional writing and editing skills, with the ability to articulate a clear point of view within concise communications.
  • Demonstrated experience building trust and influencing cross-functional teams and senior leaders.
  • Proven ability to thrive in a high-energy environment where tactical and strategic activities operate in parallel.
  • Proven ability to think strategically and implement ideas from ideation to measurement/evaluation.
  • Ability to exercise high judgment, particularly in narrow timeframes.
  • A curious and agile individual with a “can-do” problem-solving approach to managing ambiguity in a fast-paced and ever-changing environment.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit