Program Manager II, Alexa Shopping CX Quality Are you customer-obsessed, analytical, strategic, and execution-focused? Are you excited by the opportunity to improve Alexa Shopping customer experience through strong mechanisms, operational excellence, and cross-functional leadership? If so, this role may be a strong fit for you. We are looking for a Program Manager to join the Alexa Shopping CX Quality team and lead programs that improve customer experience quality across Alexa Shopping. This role is ideal for someone who thrives in ambiguity, can manage complex cross-functional programs, and is passionate about building scalable quality mechanisms that drive measurable customer impact. As part of the Alexa Shopping CX Quality team, you will help drive the programs, audit mechanisms, and operational processes that improve Alexa Shopping experiences across a broad set of customer journeys. Your work will directly contribute to identifying customer pain points, improving defect detection and resolution, and driving better CX outcomes across shopping experiences. This is a highly visible role that requires strong judgment, deep diving, structured problem-solving, and the ability to influence across Operations, Product, Science, and partner teams. In this role, you will build and scale CX Quality mechanisms across workflows, channels, and geographies to improve customer outcomes. You will identify process gaps, drive defect analysis, lead quality deep dives, and partner with stakeholders to improve both operational execution and long-term CX outcomes.

Key job responsibilities
Build scale and audit CX Quality mechanisms and programs across multiple workflows channels and locales to improve customer experience

Partner with Operations Product Science and cross-functional teams to drive CX improvements and influence roadmap decisions

Lead deep dives to identify process gaps quality risks operational bottlenecks and translate findings into scalable corrective actions

Own end-to-end program execution including stakeholder management process design quality governance defect analysis and delivery tracking

Represent program status risks roadmap progress and opportunities in leadership reviews and executive forums

Work closely with Operations Science and Product teams to execute plans and track progress against CX goals

Stay informed on the latest LLM and conversational AI developments and apply that understanding to CX quality discussions and strategy

Execute the team’s vision drive strategic project plans and work cross-functionally to deliver results

Build strong stakeholder relationships and earn trust through transparency clear communication and consistent execution

Dive deep into operational and customer pain points to identify immediate fixes and long-term improvement opportunities

Assess team resources prioritize effectively and align efforts to the highest-impact outcomes

Ensure the team has a well-defined streamlined and prioritized backlog.

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, VLook Ups) 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
• Experience leading cross-functional projects and managing large, complicated programs

Preferred Qualifications

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules
• Experience driving direction and alignment with cross-functional teams
• Experience creating and implementing large-scale programs

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