Annie Brown's Resume

Work Experience

Principal / Senior Program Manager, Amazon Business CX

12/2022 - Present

I invented and designed this role

Partnered directly with Product and Engineering to shape Sprint priorities; ran biweekly Sprint Planning/Retrospectives with developers and influencing trade-offs across competing platform initiatives.
Led weekly meetings with ~50 senior leaders (e.g., Prod/Eng/Data Science/Support) to translate customer and business signals into multi-quarter priorities for a new customer-facing product WW; balanced broader company strategy, delivery risk, dependencies, and investment tradeoffs.
Designed and scaled content and UX systems across WW customer journeys within 12 separate user surfaces, including API integration and developer-facing documentation, across 13 countries. Results: Drove $17.8M in annual cost reduction and tripled product engagement YoY.
Built scalable artifacts and operating models (dashboards, audit frameworks, inspection mechanisms) that enabled my global roadmap ownership; influenced Director- and VP-level product and operational investments across 10+ workstreams via my biweekly roadmap reviews and quarterly business reviews.
Designed an AI-powered agent for business reviews and reporting, reducing org-wide narrative creation time by 96.67% (from 5 hours per PM per QBR to 10 minutes) and making insights more accessible and repeatable across leadership forums.

You can read all the details regarding my work in this role in the case studies here and here.

Senior Program Manager, Global Escalation Quality Manager

02/2022 - 12/2022

I invented and designed this role

Built and scaled a complex, global escalation quality program from scratch that’s still in use WW supporting CEO-level inquiries across 13 countries. Translated complex customer issues into actionable insights, influencing Product and Engineering roadmap decisions at scale.
Led and coached all 19 Technical Writers WW into a high-performing team by implementing structured development programs; 8 promoted to Program Manager—a promotion path never achieved before—within one year.
Created standardized operating mechanisms, success frameworks, feedback loops, training systems, dashboards, new metrics, and review practices that cleared an inherited 8-month escalation backlog (vs 15-day SLA) while simultaneously managing new volume. Results: Improved employee satisfaction 102.2%, writing quality 74.23%, root cause accuracy 62.41%, and reduced executive rework 71.78%.

You can read all the details regarding my work in this role in this case study.

Program Manager, Selling Partner Anecdotes

06/2020 - 02/2022

I invented and designed this program

Created and led the Selling Partner (SP) Anecdotes program to enable systematic Director-, VP-, SVP-, and CEO-level weekly insight into SP sentiment (both positive and negative) and pain points not visible within available data.
Single-threaded Program Manager in an additional program running in parallel to deliver a biweekly contact dive mechanism utilized to surface network-wide process, UX, tool, and behavioral gaps to SP Support executives. Led data mining and root cause analysis and worked cross-functionally to implement strategic preventative actions to solve root causes.
Presented these documents weekly to 2 Directors and 2 VPs. Drove SP organization-wide alignment on process, policy, UX, tooling, and mechanism improvements. Built research and feedback loops between the executives, myself, and product.
Worked cross-functionally to resolve technical issues I identified valued at $148.18M and saving $28.25M in contact costs WW.

Escalation Management Advisor

06/2018 - 06/2020

Designed global governance and scalable training systems across multiple formats (docs, livestreams, on-demand video webinars, LMS, SOPs, tutorials) for CEO-level escalation communications; trained all 56 Escalation Managers across 13 countries. Results: Employee satisfaction scores by 12.2% (to 91.7%) within three months during a time of organizational change.
Partnered with Prod/Eng to drive accessibility-related CX improvements, generated $1.63M in cost savings.

Trainee Team Manager, Certified Specialty Trainer, and Instructional Designer

10/2011 - 06/2018

Built and scaled global learning and content systems supporting technical workflows. Results: Improved customer satisfaction from 87.27% to 100% for 18 consecutive months (still-standing record). This perfect score has never been achieved by another Instructional Designer at Amazon.
Led onboarding and post-training support systems for ~1K global hires, created structured coaching/mentoring programs that enabled adoption of evolving tools, platforms, and processes.
afterwards.

You can read all the details regarding my work in this role in this case study.

Professional Skillset

14 Years of Program Design Strategy and Tactical Execution

8 Years of Supportive Team Management and Mentoring

7 Years of Executive-Level Communication and Escalation Management Experience

7 Years of Instructional Design
and Content Design Experience

3 Years of B2B Experience

3 Years of UX Research Experience

Customer Journey Mapping and Design

Language Framework Design

Global Curriculum Design

Strategic Vision and Tactical Delivery

Rigorous Design Thinking and Systems Thinking

End-to-End Roadmap Development and Inspection

Process and Resource Management and Optimization

Global Cross-Functional Alignment

Thrives in Ambiguity and Self-Directed

UX Writing and Taxonomy

Content Design Strategy and Technical Writing

UX Research Playbook Development

Prompt Engineering and AI-Powered Tool Usage

Writing Standards Design

UX Design in Figma

Root Cause Analysis

A/B Testing

1-to-Many Automated, Proactive Outreach Design Experience

Information Architecture

Data Analysis

Takes Ownership, Shows Bias for Action, and Delivers Results

Languages

English (Native Proficiency)

American Sign Language (Professional Working Proficiency)

Spanish (Limited Working Proficiency)

Education and Professional Development

Master's and Bachelor's Degrees of Business Administration

14 years of progressive program and technical leadership experience, equivalent to a Master's and Bachelor’s degree in business. I have gained a comprehensive understanding of business management, technology, communications, adult learning theory, customer behavior and executive leadership. My journey has equipped me with the knowledge and skills necessary for strategic decision-making in dynamic business environments. This is proven by my track record: In my 14 years at Amazon, I have been promoted 4 times, and have received a Performance Rating of "Exceeds Expectations" the other 10 years.

High School Diploma

I graduated with High Honors with a 4.0 GPA. My coursework focused primarily on Business, Communications, Technology, and Accounting.

Additional Certifications

2023 - Present

I have taken the following UX courses from Coursera:

Foundations of User Experience (UX) Design
UX Research and Information Architecture

I have taken the following AI courses from AWS:

Generative AI Learning Plan for Technical Amazonian Job Roles
Generative AI Learning Plan for Non-Technical Amazonian Job Roles

I have taken the following Leadership trainings from the Amazon Leadership Institute:

Effective Executive-Level Communication, High-Velocity Decision Making, Mechanisms, and Systems Thinking