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Senior Product and Customer Insights Manager

Company: Amazon.com, Inc.
Location: Arlington
Posted on: June 13, 2021

Job Description:

Do you enjoy figuring out what drives customer decisions? Love working with engineers and talking about technical products? Amazon is seeking an experienced, talented, and motivated individual to join our Technical Customer Experience Strategy team in Seattle.

Our team provides a service that gathers broad customer signals on Amazon's technical products, and presents recommendations to senior leaders to drive changes that ultimately better serve our customers. We cover technical products across a variety of areas including cloud computing (e.g., serverless, elastic compute, and containers), machine learning / artificial intelligence (e.g., vision, natural language processing and understanding), big data, and Alexa's developer experience.

The person in this role will pilot and build new methodologies, from social listening to focus groups, to expand the capabilities of the team and help provide a more comprehensive view of our customers. An expert in mixed method research, you'll use your analytical and product management skills to follow the data, but still deliver on time. 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 execute programs across multiple technical product lines (e.g., Amazon Web Services, Alexa, Digital) partnering with senior business leaders to develop customer insight studies and conducting hands-on research. You will create new research methodologies and advise and train teammates to use them. You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. The right candidate is intrigued by and passionate about technology, and will be excited about the opportunity to be our Customers' advocate and influence their experience on Amazon!

Additional responsibilities

  • 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 our technical service teams (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 evaluating customer experience
  • Bachelor's Degree.
  • Minimum 7 years of relevant experience.
  • Experience with data-driven decision making.
  • Experience overseeing roadmap strategy and definition.
  • Experience with technical stakeholders and/or colleagues.
  • Advanced degree (e.g., MBA, MS).
  • Excellent verbal and written communication skills (including experience reviewing results with senior leadership).
  • Experience in areas such as management consulting, internet, technology, or research firms.
  • Understanding of cloud computing concepts and/or AWS technologies and solutions.
  • Excellent quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen.

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.

Keywords: Amazon.com, Inc., Arlington , Senior Product and Customer Insights Manager, Other , Arlington, Virginia

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