Senior Program Manager, Selling Partner Satisfaction & Strategic Insights

Description

If you've ever wondered how Amazon knows what millions of sellers need and whether the changes we make improve their experience, that's the work our team does.

We are seeking a Senior Program Manager to own and drive our cross-organizational SP Satisfaction strategy and deliver measurable seller experience improvements. This role requires you to define program direction, work independently across organizations, influence Director and VP organizations, and translate complex satisfaction data into clear executive narratives that drive action. This role is for someone who thrives at the intersection of data, strategy, and stakeholder influence who can own the accountability framework that ensures the right changes happen and that sellers feel the difference.

The Selling Partner Satisfaction & Strategic Insights (SPSSI) team owns the measurement, research, and strategic insights that inform how Amazon improves the selling experience for over 2 million sellers worldwide. We track satisfaction across every major seller touchpoint, identify what's driving dissatisfaction, and partner with teams across the organization to turn those insights into measurable improvements.

Key job responsibilities
You must be able to:
• Define and manage the SP satisfaction program strategy, including goal-setting, roadmap reviews, and escalation when goals are at risk
• Own executive-level reporting mechanisms: monthly kingpin goal updates, WBR satisfaction slides, quarterly QBR satisfaction narratives, and CX slide content for CEO/Board-level review
• Lead cross-organizational stakeholder engagement with partner teams to align roadmaps and ensure committed actions are delivered on schedule
• Translate satisfaction data, verbatim seller feedback, and research findings into clear, seller-backward narratives that senior leaders use to make decisions
• Drive the quarterly satisfaction flash synthesizing trends, identifying emerging risks, and providing actionable recommendations to leadership and partner teams
• Identify gaps between what partner teams are building and what sellers are telling us, and use data to influence prioritization of seller experience improvements
• Coordinate with researchers and data scientists on the team to ensure insights are timely, accurate, and connected to the right stakeholder actions
• Partner with the team's Sr. Product Manager and Research Scientists to ensure product strategy aligns with program goals and that measurement capabilities evolve to meet emerging business needs

A day in the life
Your week has a rhythm. You review the latest satisfaction data with the team, identify what moved and why, and prepare WBR callouts. Early in the month, you're updating kingpin goals, writing the status, confirming initiative ECDs with partner teams, and flagging risks before they become misses. You're in regular contact with stakeholders across teams that own satisfaction drivers, not to do their work, but to make sure the satisfaction signals reach the right people and drive the right actions. The problems you'll work on are real and consequential and you drive the strategy that shapes how we improve the business for our Selling Partners.

About the team
Within Amazon, Selling Partner Services (SPS) enables third-party sellers of any size to build the business they want. The Core Selling Partner Experience (CSPE) team defines, implements, and enforces quality standards for all Amazon-built seller experiences worldwide. SPSSI sits within CSPE and owns the satisfaction measurement infrastructure, strategic research, and goal accountability mechanisms that inform how Amazon improves the seller experience globally.

Basic Qualifications

- 8 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 with tech and non-tech teams
- Knowledge of general AI tools
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- 3 years of communicating with and presenting to executive and senior audiences experience
- 3 years of leading large complex programs experience
- Experience managing multiple projects and priorities across teams in a fast-paced, deadline-driven environment

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
- 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
- Experience in complex problem solving, and working in a tight schedule environment
- Experience with satisfaction measurement, voice-of-customer programs, or seller/customer experience programs, goal-setting frameworks, and accountability mechanisms

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.