Program Manager, Customer Experience and Business Trends

Program Manager, Customer Experience and Business Trends

Are you Customer obsessed, eager to create opportunities and influence business decisions to improve the customer experience across our different Amazon businesses? Customer Experience and Business Trends (CXBT) is looking for a Customer Journey Insights (CJI) Program Manager to join our Global Capability team based in Bangalore.

As a CJI Program Manager, you will contribute to multiple end-to-end market research projects (both quantitative and qualitative) globally each year, across a variety of business and stakeholder groups. You will be responsible for maintaining rigorous quality control, implementing process optimizations and upskilling the team on advanced survey analytics, statistical analyses and data visualization techniques. In addition to delivering projects, you will influence our service roadmap for India, and will continuously innovate and build new processes and research methodologies in an effort to better serve the Amazon business teams and our customers worldwide.

Key job responsibilities

1. Planning and Execution:
   • Plan and forecast for different projects as per the roadmap
   • Own resource allocation and manage E2E operations/execution of the project
   • Prioritize and manage adhoc requests as per Operational/business goals
2. Quality Assurance and Oversight:
   • Implement rigorous quality control mechanisms for all project deliverables, including survey programming, data cleaning, and data tables creation
   • Review and validate team members’ outputs before they are submitted to stakeholders, ensuring a consistently high standard of work
3. Enhance team's technical capabilities:
   • Introduce newer tools and technologies to improve the efficiency and capabilities of the team
   • Implement process improvements and automation to enhance the scalability of the support service
   • Mentor and coach team members to enhance their technical skills and problem-solving capabilities
4. Service Expansion and Innovation:
   • Identify opportunities to expand the scope of current team’s support beyond existing tasks E.g., Advanced Survey Analytics, data visualization, dashboard creation etc
5. Stakeholder Management:
   • Serve as the primary point of contact for business teams and proactively manage stakeholder expectations and address any concerns or issues
   • Regularly gather feedback to continuously enhance the CJI support offering
6. Team Leadership and Development:
   • Manage and mentor the team, providing coaching and training to develop their skills e.g. advanced survey programming, statistical analysis, data visualization techniques
   • Optimize team capacity and bandwidth to ensure timely delivery of projects while not overloading associates

About the team

Customer Experience & Business Trends (CXBT) is an organization made up of a diverse suit 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 products 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 & non-technical approaches and stay aware of industry & business trends. We are a global team, made up of a diverse set of profiles, skills & backgrounds - including Product Managers, Software Developers, Computer Vision Experts, Solution Architects, Data Scientists, Business Intelligence Engineers, Business Analytics, Risk Managers & more.

BASIC QUALIFICATIONS

PREFERRED QUALIFICATIONS

- Masters degree in Business, Marketing, Statistics, Computer Science, Data Science, Mathematics or related field
- Knowledge of how to improve code quality and optimizes BI processes (e.g. speed, cost, reliability)
- Experience using very large datasets
- 3+ years of People management experience

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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.