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Amazon's Customer Experience (CX) team exists to ensure that every customer interaction — from product discovery to post-purchase support — reflects Amazon's foundational commitment to being Earth's most customer-centric company. As a Remote Customer Experience Program Specialist, you will be a key driver of CX improvement initiatives that affect hundreds of millions of customers globally. You will analyze customer feedback at scale, identify systemic service breakdowns, and collaborate with product, operations, and technology teams to implement solutions that reduce friction and build lasting customer loyalty.
Core Responsibilities
Manage end-to-end customer experience improvement programs from problem identification through solution deployment and measurement
Analyze customer feedback data from surveys, contact centers, and social listening tools to surface systemic CX issues
Collaborate with product managers, operations teams, and engineering leads to design and implement CX improvements
Define success metrics for each CX initiative and track performance against targets using Amazon's internal analytics platforms
Produce weekly and monthly program status reports for senior CX leadership
Facilitate cross-functional working sessions and maintain project documentation and timelines
Champion the voice of the customer in internal product and operations discussions
Basic Qualifications
3+ years of experience in customer experience, program management, or operations roles
Demonstrated ability to manage multiple projects simultaneously with strong prioritization skills
Experience using data to drive decisions — including survey analytics, NPS, CSAT, or similar metrics
Excellent written communication skills with experience writing executive-level summaries and proposals
Bachelor's degree in business, communications, psychology, or a related field
Preferred Qualifications
PMP certification or equivalent project management training
Experience with Qualtrics, Medallia, Salesforce, or similar CX and CRM platforms
Background in e-commerce, retail, or technology-driven consumer services
Amazon Benefits
Competitive hourly compensation with annual performance reviews
Medical, dental, and vision insurance with Amazon-subsidized premiums
Amazon RSU grants, 401(k) match, and employee stock purchase plan
Generous paid time off including personal days, sick leave, and paid holidays
Access to Amazon's career development programs and internal mobility opportunities
