Senior Program Manager, Customer Experience Insights
Job summaryAre you excited to use your process and research expertise, alongside customer obsession to solve some of the most painful issues our customers' experience? The Customer Escalation Insights team at Amazon is seeking a highly motivated, customer obsessed, and experienced Senior Customer Insights Program Manager.
They will lead solutions which directly improve the experience of our customers - ensuring we continue building Earth's Most Customer Centric Company.
This role will allow you to make real-world impacts for our customers from Day 1 and offers a dynamic and supportive environment focused on development and collaboration to solve interesting challenges in a fast-paced environment.
You will be part of a small team that innovates and builds new ways to identify customer experience defects at scale - relentlessly advocating for our customers by surfacing these findings in compelling ways that influence product and service owners to address opportunities with lasting solutions.
This role will focus on protecting our customers experiences against the natural tension of Fraud and Abuse prevention systems.
It is a 'big picture' position that will provide an opportunity for you to own customer insights, connect strategy to execution, and define work streams across many teams, leaders, and products or launches.
The right candidate will be ready to balance strategy and execution for broad projects, have strong customer experience knowledge, possess a proven track record of using Six Sigma or similar process improvement methodologies to identify opportunities and drive customer and business facing change, and the ability to communicate these insights to executive leadership in a variety of presentation formats.
Key job responsibilities Customer Research and Analytics:
Design, execute, and analyze customer research to evaluate customer experience and operational excellence, then recommend and execute on solutions.
Deliver Results:
Lead large and complex process improvement efforts, including:
scope alignment with local and international business leaders, process design, data analysis, journey mapping, and presenting results to senior management.
Customer-Focus:
Develop a thorough understanding of customer needs and pain points, both existing and potential.
Use that knowledge to advocate for/drive delivery of studies and services that enable business and operational leaders to provide Amazon customers with an exceptional experience.
Stakeholder management:
Build strong relationships with internal stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
Work alongside stakeholders to define and execute actions from identification to implementation while influencing with and without authority.
Manage Ambiguity:
Understand complex business problems across business units, geographies, and product lines to create problem statements and journey maps, then translate this into data collection and analysis requirements to identify meaningful insights that help Amazon improve our customer experience.
Teamwork:
Support team atmosphere and contribute to our high-performing culture.
Work cross functionally with peers globally to support training, best practices, and shared opportunities.
A day in the lifeA typical day will include maintaining progress within your portfolio of initiatives, including stakeholder management, communication, and balancing priorities.
On a weekly basis you will participate in team meetings including social hours and fun activities, SCRUM, business updates, and contributing toward program and project related initiatives including strategic planning and developing new mechanisms and standards within the team.
You will be expected to invest a portion of your time toward personal and developmental goals, and participate in PM trainings and sessions to learn and be curious as you strengthen your skillset.
1-week travel sessions will be encouraged roughly quarterly based on business and project needs.
About the teamYou will be part of a 15-20 person program team supporting Customer Experience Insights.
The team consists of Program Managers, Analytics, and project specialists who maintain a series of mechanisms and products aimed at improving the customer experience.
The team operates within the larger Customer Advocacy organization which maintains several other programs, including Anecdotes, Executive Customer Relations, and global program teams.
We are accountable to defect elimination goals by impacting concessions, contacts, long-term customer loyalty, and addressing any experiences that negatively impact our customers shopping experience.
The team is US-based and operates from Seattle, Nashville, and virtual locations.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
They will lead solutions which directly improve the experience of our customers - ensuring we continue building Earth's Most Customer Centric Company.
This role will allow you to make real-world impacts for our customers from Day 1 and offers a dynamic and supportive environment focused on development and collaboration to solve interesting challenges in a fast-paced environment.
You will be part of a small team that innovates and builds new ways to identify customer experience defects at scale - relentlessly advocating for our customers by surfacing these findings in compelling ways that influence product and service owners to address opportunities with lasting solutions.
This role will focus on protecting our customers experiences against the natural tension of Fraud and Abuse prevention systems.
It is a 'big picture' position that will provide an opportunity for you to own customer insights, connect strategy to execution, and define work streams across many teams, leaders, and products or launches.
The right candidate will be ready to balance strategy and execution for broad projects, have strong customer experience knowledge, possess a proven track record of using Six Sigma or similar process improvement methodologies to identify opportunities and drive customer and business facing change, and the ability to communicate these insights to executive leadership in a variety of presentation formats.
Key job responsibilities Customer Research and Analytics:
Design, execute, and analyze customer research to evaluate customer experience and operational excellence, then recommend and execute on solutions.
Deliver Results:
Lead large and complex process improvement efforts, including:
scope alignment with local and international business leaders, process design, data analysis, journey mapping, and presenting results to senior management.
Customer-Focus:
Develop a thorough understanding of customer needs and pain points, both existing and potential.
Use that knowledge to advocate for/drive delivery of studies and services that enable business and operational leaders to provide Amazon customers with an exceptional experience.
Stakeholder management:
Build strong relationships with internal stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
Work alongside stakeholders to define and execute actions from identification to implementation while influencing with and without authority.
Manage Ambiguity:
Understand complex business problems across business units, geographies, and product lines to create problem statements and journey maps, then translate this into data collection and analysis requirements to identify meaningful insights that help Amazon improve our customer experience.
Teamwork:
Support team atmosphere and contribute to our high-performing culture.
Work cross functionally with peers globally to support training, best practices, and shared opportunities.
A day in the lifeA typical day will include maintaining progress within your portfolio of initiatives, including stakeholder management, communication, and balancing priorities.
On a weekly basis you will participate in team meetings including social hours and fun activities, SCRUM, business updates, and contributing toward program and project related initiatives including strategic planning and developing new mechanisms and standards within the team.
You will be expected to invest a portion of your time toward personal and developmental goals, and participate in PM trainings and sessions to learn and be curious as you strengthen your skillset.
1-week travel sessions will be encouraged roughly quarterly based on business and project needs.
About the teamYou will be part of a 15-20 person program team supporting Customer Experience Insights.
The team consists of Program Managers, Analytics, and project specialists who maintain a series of mechanisms and products aimed at improving the customer experience.
The team operates within the larger Customer Advocacy organization which maintains several other programs, including Anecdotes, Executive Customer Relations, and global program teams.
We are accountable to defect elimination goals by impacting concessions, contacts, long-term customer loyalty, and addressing any experiences that negatively impact our customers shopping experience.
The team is US-based and operates from Seattle, Nashville, and virtual locations.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
