Projects
Welcome to my portfolio! This is where I showcase my work, share my journey, and express my passion for creativity. Feel free to explore and get to know me better.
Designing the Account Health Experience
Amazon Business
I led the end-to-end design and execution of a new Account Health experience for Amazon Business customers, using customer signals to proactively surface risks and drive action. I partnered across Applied Science, UX, Product, and Engineering to design the dashboard, chatbot workflows, and internal case tools — tripling customer engagement. This project showcases my ability to merge UX thinking, product strategy, and scaled program leadership.
Customer Experience / UX Redesign
Amazon Business
I conducted a full-system audit of the Amazon Business customer experience across all surfaces — help pages, AI chatbot, workflows, and policies — identifying and correcting defects, inconsistencies, and outdated global guidance. By redesigning cross-channel UX and modernizing legacy policies, I restored experience coherence at scale. This work drove a $20M+ annual reduction in contact costs and a $15.6M annual reduction in unwarranted refunds and improved customer clarity worldwide.
Elevating Executive Escalation Management and Writing Quality & Designing a Global PM Function from Scratch
Amazon Selling Partner Support
I created a new Program Manager function to fix systemic quality issues in Amazon’s global Executive Inquiries pipeline. By designing standards, coaching 19 global Escalation Managers, and building rigorous audit mechanisms, I transformed inconsistent, error-prone writeups into high-quality, executive-ready narratives used for decision-making at the highest levels of the company from Director-level to CEO-level, including Andy Jassy. ​This case study demonstrates my ability to architect processes, raise the bar for writing and analysis, coach global teams, and drive operational excellence at executive scale.
Global Content Strategy & Instructional Design Overhaul
Amazon Selling Partner Support
I redesigned four global training programs from the ground up, modernizing content strategy, instructional flow, delivery, and localization across six languages. By combining deep product knowledge with learning experience design and supportive people management skills, I enabled new Seller Partner Support Associates to reach 100% customer satisfaction for 18 consecutive months — a record never achieved by any other Instructional Designer at Amazon. This project reflects my expertise in simplifying complexity and scaling knowledge globally.
I worked alongside Annie as she led program efforts focused on enabling the adoption of critical product features within Amazon Business customers' procurement processes.
Annie has an exceptional ability to understand the unique needs of enterprise customers and translate those insights into scalable solutions. She was pivotal in driving extensive customer research and adoption strategies that empowered customers to optimize their accounts and fully leverage Amazon's suite of features.
What stands out about Annie is her strong ownership, customer obsession, and collaborative spirit. She approaches challenges with both strategic depth and executional precision, making her a trusted and effective partner. Any team would be lucky to have Annie driving complex, customer-focused programs.
- Amazon Business Gen AI Senior Product Manager
I've had the privilege of working with Annie Brown for over six years at Amazon in the executive escalations space, where issues carried executive-lever visibility, including CEO. In this high-stakes environment, Annie consistently demonstrated exceptional ownership and high standards.
What sets Annie apart is her ability to bring clarity to complexity. She excels at building scalable operational mechanisms that don't just solve immediate problems but create long-term sustainability. Her cross-functional leadership skills are outstanding—she partners effectively with UX, Product, Engineering, and Operations to drive alignment and accelerate impact.
Annie tackles ambiguous, fragmented problems with a structured approach that delivers measurable results. Her strategic vision combined with execution means that when she commits to something, you can count on exceptional outcomes. She's the kind of leader who elevates everyone around her while moving complex initiatives forward with confidence.
I wholeheartedly recommend Annie and would welcome the opportunity to work with her again.
- Former Senior Manager at Amazon for 6 years in multiple roles
I had the opportunity to collaborate with Annie at Amazon, where she stood out for her strong ownership, proactive approach, and positive energy. As a Senior Program Manager, she is always ready to take on new challenges and consistently followed through with clear communication and accountability.
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Annie manages stakeholders with empathy and keeps teams aligned even in fast-paced, complex situations. She brings clarity, calm, and optimism to every discussion, making collaboration smooth and productive. I truly enjoyed working with her and any team would be lucky to have her.
- Amazon Business Applied Science Manager
I had the pleasure of working with Annie in Amazon, where she consistently demonstrated what it means to be an exceptional Sr. Program Manager.
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Annie has an incredible ability to identify customer pain points and translate them into actionable solutions. She doesn’t just spot problems—she dives deep to understand their root causes, brings together the right stakeholders, and drives clear, structured plans to address them. Her collaborative approach makes working with cross-functional teams seamless, and she has a unique talent for aligning diverse perspectives toward a common goal.
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Beyond her leadership and problem-solving skills, Annie is highly organized and detail-oriented. Her writing is clear, comprehensive, and insightful. Her documents transform complex data into compelling narratives that guide decision-making. She ensures that everyone, from engineers to executives, has the context they need to succeed.
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In short, Annie is a strategic, thoughtful, and results-driven program manager who elevates every team she’s part of. Any organization would be lucky to have her to achieve their most critical goals.
- Amazon Business Senior Product Manager
Annie is a brilliant Senior Program Manager with exceptional strategic and team leadership skills. I had the pleasure of working with Annie on a program when I started at Amazon, and not only did she provide direction but she is a great coach, mentor and problem-solver.
Annie looks out for her team and has very strong emotional intelligence and creates a space of mutual respect and trust. Her ability to thread narratives, concepts, ideas and designs together elevates the scope of programs and develops stability during development.
Annie’s attention to detail is unmatched, she is able to process many complexities at once and create a cohesive business narrative despite ambiguity and changing circumstances. I highly recommend Annie as a program leader, she provides clarity, support and models integrity.
- Amazon Business Senior Program Manager and a Former Trainee