Amazon is seeking a Sr. Product and Customer Insights Manager, based in Seattle WA, focused on our digital products lines (Amazon Video, Amazon Music, Kindle). Product and Customer Insights is a global service that inspects, measures, and drives improvements to Amazon's customer experiences and presents recommendations to senior leaders in order to drive changes and solve identified issues.
The person in this role will help contribute to and own our service roadmap, will innovate and build new methodologies and products to continuously iterate and improve the service - all in an effort to better serve our customers. This candidate must possess excellent analytical skills, knowledge of product management practices, project management experience, and a track record of delivering projects in a complex and ambiguous environment.
Key Job Responsibilities:
You will drive recommendations across multiple digital product lines (e.g., Amazon Video, Amazon Music, Kindle) partnering with senior business leaders in developing studies and conducting hands-on research. You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. The right candidate will be excited about the opportunity to be our Customers' advocate and influence their experience on Amazon!
Additional responsibilities include:
Manage Ambiguity: Understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify meaningful insights that help Amazon improve our customer experience
Product Management: Lead large and complex studies, including: scope alignment with business leaders, design, data collection and analysis, recommendations and presenting results to senior management worldwide
Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, define our roadmap and to collaborate and work with them on studies and actions to implement product and service solutions.
Customer-Focus: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection, data analysis, customer engagement, and providing recommendations which are presented to senior leadership
Technical Solutions: Collaborate with the our technical services (software developers, technical program managers, solution architects, business intelligence teams) to plan, design, and develop a portfolio of methodology, tools, and systems for data collection, and data analysis
Trends: Track and evaluate global industry trends
Teamwork: Work cross functionally with peers/colleagues globally to support training, best practices, and shared opportunities
Process Improvement: Continuously innovate and improve process to optimize efficiencies
Methodologies: Develop new methodologies and standards for measuring and customer experience
The right candidate will:
Have a passion for continuously improving customer experience
Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action
Have significant creativity and excellent business judgment
Have a strong sense of urgency and commitment
Be self-starter and an independent thinker
Be a problem solver who always thinks about what to do next
Have excellent analytical capability
Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment