Amazon's Worldwide Vendor Experience (WW VX) team is seeking an exceptional Senior Program Manager to lead global programs that measure, monitor, and improve how hundreds of thousands of vendors experience Amazon. You will own the critical metrics that define vendor health, from contact rates and satisfaction scores to Net Promoter Score (
NPS), while simultaneously building and managing a worldwide Vendor advocate panel and leading a high-profile Vendor Speaker Series. This role is equal parts operational rigor, strategic thinking, and relationship building, with a forward-looking mandate to drive AI-powered friction elimination at scale.
You will serve as the connective tissue between vendor voice, internal product teams, and senior leadership, translating what vendors feel and say into measurable programs that drive action across the entire retail organization.
Key job responsibilities
- Own the end-to-end strategy, measurement, and reporting of worldwide vendor experience metrics including Vendor Satisfaction (PRR), Net Promoter Score (
NPS), vendor contact volume, contact resolution rates, and vendor cost savings (VCS)
- Design and operate cadenced metric reviews (WBRs, MBRs, QBRs) that drive accountability across product, engineering, operations, and category teams
- Partner with data science and BI teams to build dashboards, scorecards, and early-warning systems that surface vendor friction in
real-time- Establish benchmarks, set targets, and track progress against vendor experience goals globally, identifying root causes when metrics deviate and driving corrective action
- Design and
launch a structured, global Vendor Advocate Panel program — recruiting, vetting, and onboarding diverse vendors across geographies, categories, and tiers to serve as Amazon's ongoing voice-of-vendor mechanism
- Synthesize panel insights into crisp narratives and recommendations for senior leadership and product
roadmap prioritization
- Curate speakers from small, medium, and enterprise vendors across global marketplaces, covering topics from onboarding challenges to supply chain innovation
- Build the series into a cultural institution that keeps vendor obsession front-and-center across the retail organization
- Stay ahead of industry best practices in AI-enabled customer/partner experience and bring outside-in thinking to the VX
roadmapA day in the life
Your morning starts with a review of the global vendor satisfaction dashboard, where you notice a spike in contact rates for EU vendors related to deductions. You pull the verbatim feedback from last week's Vendor Advocate Panel session and connect the dots. By 10am, you're presenting these findings at the weekly VX metric review, recommending that the Payments team prioritize a deduction transparency feature. Over lunch, you're finalizing logistics for next week's Vendor Speaker Series event featuring a mid-size vendor from Japan sharing their catalog onboarding journey. In the afternoon, you're in a design session with the AI/ML team, scoping out an agentic workflow that will proactively alert vendors about compliance issues before they result in product deactivation. You end the day drafting a monthly flash update for WW VX leadership, connecting vendor sentiment trends to product
roadmap bets.
About the team
Vendors are the backbone of Amazon's retail business. When vendors succeed, customers win. The WW Vendor Experience team drives Vendor experience by influencing product
roadmap across multiple VP organizations. This role gives you the opportunity to directly improve the experience of hundreds of thousands of businesses worldwide. You'll have the scope, the resources, and the mandate to think big and move fast.
- 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
- Bachelor's degree
- 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
- 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, Seattle - 115,600.00 - 160,000.00 USD annually