Customer Insights Program Manager, Buy with Prime

Description

The Buy with Prime team is looking for a Customer Insights Program Manager to lead our ‘Voice of the Customer program’, utilizing various channels to gather customer experience feedback that can be passed back to our product, tech and sales teams.

Listening to our customers is an important way to get feedback on our strategy, ensure we are building products and programs that deliver value, and gain insights that inform and elevate our messaging and strategy. As a Customer Insights Program Manager, you will function as part of the GTM team to ensure that we are moving swiftly to understand and iterate our products based on customers' needs. In this role, you will own and lead efforts to analyze customer feedback, define our customer targeting and partner with our Product teams to ensure we are prioritizing the right product unlocks.

You have high attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision. You are comfortable working directly and cross functionally with program or product stakeholders environment. As this org is in a start up phase, you are comfortable with a fast pace, growing go-to-market organization and are excited to build new mechanisms from scratch. You understand how to measure the impact of change, both quantitatively and qualitatively.

Key job responsibilities

You will work with subject matter experts across the business, including leadership, product management, business development, account management, support operations, marketing, customer insights, and market & UX researchers, among other groups. Your customer obsession will enable you to effectively represent the voice of the customer and drive cross functional conversations. These anecdotes may entail feature requests, pain points, process improvements, operational feedback, tailored needs, among others. You operate with the mindset that, ‘every anecdote from a customer matters’, and you treat them as precious sources of information. You help bridge the customer anecdotes collected by BD and AM teams; identifying similar themes and tying patterns back to core product requests.

About The Team

Buy with Prime is helping people reimagine the way they shop….wherever they do! Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. Buy with Prime is a new way to extend Prime shopping benefits—including fast, free shipping, a seamless checkout experience, and free returns—to merchants’ own online stores, ultimately increasing selection for Prime members. For over 20 years, Amazon been empowering small and medium-sized businesses with opportunities to grow. Buy with Prime is an exciting next step in our mission to help merchants of all sizes grow their business—whether on Amazon or beyond.

Basic Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• 5+ years working directly with customers or analyzing customer data in program mgmt., account mgmt. or customer success mgmt. capacity
  
  

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
• 3+ years experience writing detailed documents focused on customer feedback, anecdotes and outcomes
  
  

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.


Company - Amazon.com Services LLC

Job ID: A2684513