Product & Customer Experience Insights Manager, Customer Experience and Business Trends

Key job responsibilities

Ownership of large-scale continuous monitoring survey mechanisms (e.g. NPS, CSAT)

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

Study Management: lead large and complex studies, including scoping with business leaders, study design, data collection, data analysis, recommendations, and presenting results to senior management

Stakeholder Management: build strong relations with stakeholders to understand priorities, define the roadmap, and to collaborate on studies and actions to improve our customers' experience

Team: support hiring and on-boarding of new team members and contribute to our high-performing culture

About the team

Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions, dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision Experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.

Basic Qualifications

• 3+ years of product management experience
• Experience managing technical products or online services
• Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services

Preferred Qualifications

• Experience delivering complex, data-driven recommendations to senior leaders
• Experience working across functional teams and senior stakeholders
• Knowledge of key customer experience metrics and methodology (e.g., NPS)
• Experience in areas such as market research, statistics, finance or qualitative/quantitative research