Senior Program Manager, RBS Brand Experience (BX)

Amazon.com, Inc. (NASDAQ:AMZN), a Fortune 500 company based in Seattle, opened on the World Wide Web in July 1995 and today offers Earth's Biggest Selection. Amazon.com, Inc. seeks to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices. Today, we operate retail websites in nine countries, offering millions of products in more than 40 categories worldwide, and we still like to work hard, have fun and make history!

Retail Business Services (RBS) Brand Experience (BX) leverages technology to improve customer experience and selling partner experience while lowering Amazon's cost structure. Our north star is WW Brand Profitability — ensuring that brands selling on Amazon can identify growth-limiting defects, take decisive action, and realize measurable business outcomes. RBS BX operates across multiple defect categories (selection, content, pricing, promotions, fulfillment, and customer experience) to build the closed-loop system that connects defect detection → brand insight → guided action → verified resolution at scale. We partner with dozens of Amazon teams across retail, supply chain, pricing, deals, and category management to eliminate root causes where possible, and to empower brands to self-serve where action is within their control.

As the Senior Program Manager within RBS BX, you will own the end-to-end program charter for one or more of our highest-value defect resolution domains — driving the strategy, roadmap, and cross-functional execution needed to move brands from passive awareness to active defect resolution. You will operate at the intersection of brand economics, Amazon system mechanics, and product delivery — understanding how competitive dynamics, promotional levers, inventory signals, and pricing mechanisms create or suppress brand growth, and building the programmatic infrastructure to help brands act.

You will be expected to identify brand requirements using primary & secondary research (including engagement analytics, brand feedback loops, and defect pattern analysis), gather business and systems requirements from internal and external stakeholders, propose and validate solutions, build proof-of-concepts, write specifications, drive roadmap from design to release, and manage the production launch. You will work with internal/external product, business and technology teams to align on roadmap, prioritization, execution, navigating ambiguity and removing roadblocks while sustaining launch/expansion velocity. You will leverage your team to provide solutions that address peripheral needs (functional, legal, compliance). In addition, you will drive adoption of defect resolution capabilities in target brand segments, improve the actionability of insights (transforming diagnostic information into specific, executable brand actions with measurable outcomes), and maintain product feature quality. You will own the reporting of metrics and launches through business reviews at VP level.

A successful candidate will be an exceptional strategic thinker with a strong analytical foundation and demonstrated ability to drive programs in ambiguous, multi-stakeholder environments. Key skills include the ability to decompose complex marketplace dynamics (pricing ecosystems, promotional mechanics, supply chain signals, competitive positioning etc) into actionable program workstreams, to influence partner teams across Amazon without authority, to navigate ownership ambiguity across defect types that span multiple organizations, and a passion for turning data-rich but action-poor brand experiences into measurable profitability outcomes.

Responsibilities:

Build deep expertise in the brand growth and defect landscape across Amazon's marketplace — understanding how pricing mechanisms, promotional constructs, selection availability, content quality, and fulfillment dynamics create brand-level growth opportunities and suppression patterns.

Develop trust-based relationships with key stakeholders across partner organizations (NAS, Selection, Search, Pricing, Deals & Promotions, Ads, Supply Chain, Category Teams, Seller/Vendor Experience) — becoming a credible voice on what brands need to self-serve defect resolution at scale.

Define program strategy and multi-quarter roadmap for your domain; organize workstreams around (a) defect identification and sizing, (b) insight quality and recommendation precision, (c) brand action enablement, and (d) closed-loop resolution measurement. Gain buy-in and interlock across functional and regional leaders.

Manage timely and successful delivery of program milestones — working with product owners and cross-functional teams to manage risks, data dependencies, system integration requirements, and measure/report progress against defect resolution and brand profitability targets.

Anticipate and resolve bottlenecks across partner teams, manage escalations to L8 /L10 decision-makers, balance trade-offs between action complexity and resolution speed, and resolve cross-org execution issues — particularly where defect ownership spans multiple Amazon organizations.

Build and deliver operational dashboards and management reports — tracking defect resolution rates, brand action take-rates, profitability impact, and insight-to-action latency. Use data to drive day-to-day prioritization decisions and demonstrate measurable business outcomes.

Lead adoption efforts across brand segments (Vendor Central, Seller Central, API, Conversational Agents) — designing engagement and notification strategies that drive brands from insight awareness to verified action completion. Hold regular business reviews with internal partners and brand-facing teams.

Define and manage program KPIs: defect resolution rate, brand action take-rate, time-to-resolution, profitability impact (GMS recovery, margin improvement), and recommendation precision. Use experimentation, A/B testing, and brand feedback to continuously improve actionability.

Present strategic insights on defect patterns, brand controllability gaps, and capability investment needs to VP-level stakeholders and cross-functional leadership.

Provide analytical support to senior leaders on OP narratives, investment proposals, and strategy documents related to WW Brand Profitability growth opportunities.

Basic Qualifications

- 5+ years of working cross functionally with tech and non-tech teams experience
- 5+ years of program or project management experience
- 5+ years of delivering cross functional projects experience
- Experience defining program requirements and using data and metrics to determine improvements

Preferred Qualifications

- 2+ 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

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