Description Come be a part of a rapidly expanding $35 billion-dollar global business. Amazon Business (AB) is a fast-growing organization passionate about building solutions. We set out every day to innovate and disrupt the status quo. We stand at the intersection of tech & retail in the B2B space developing innovative purchasing and procurement solutions to help businesses and organizations thrive. At Amazon Business, we strive to be the most recognized and preferred strategic partner for smart business buying. Bring your insight, imagination, and a healthy disregard for the impossible. Join us in building and celebrating the value of Amazon Business to buyers and sellers of all sizes and industries. Unlock your career potential. We are seeking a dynamic Program Manager to support Customer Experience initiatives and operations within AB Flywheel Inputs (ABFI). This role works across core programs to provide a single point of issue triage, collecting and reporting learnings to senior leaders, and influencing product roadmaps to drive improvements and enhance scalability with a focus on selection, pricing, and availability. Key job responsibilities * Operationalize a customer experience triage mechanism to identify and address critical buying experience issues * Maintain comprehensive reporting systems to track Managed Spend Flywheel Input experience KPIs * Analyze and document root causes of revenue loss and customer experience breakdowns * Partner with ABFI tech and broader AB teams to translate insights into product feature recommendations and automate processes * Support the Lessons Learned and post-mortem documentation process, ensuring effective knowledge sharing across partner teams * Own a roadmap of automation initiatives with key customer facing teams to integrate triage mechanisms into existing AB services (E.g., Customer Service, ProServe, Strategic Account Managers, and Account Executives) Basic Qualifications - 3+ years of program or project management experience - 3+ years of defining and implementing process improvement initiatives using data and metrics experience - Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL - Experience using data and metrics to determine and drive improvements - Experience working cross functionally with tech and non-tech teams Preferred Qualifications - 3+ years of driving end to end delivery, and communicating results to senior leadership experience - 3+ years of driving process improvements experience - Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization - Experience building processes, project management, and schedules 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. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.