We are searching for a talented, customer obsessed Senior Product and Customer Insights Manager (PCIM) to join our exciting team that is building Customer Experience Metrics (CXM) across all of Amazon. In this role, you will evaluate the customer experience (CX) for a wide-range of Amazon businesses, working with teams to assess/evaluate CX performance, define new performance metrics, and provide create content for the senior-most leadership at Amazon. Your work will directly support on-going, data-driven decision making.
This role is highly visible within Amazon and provides opportunity to influence thinking across multiple teams and businesses. You should have strong analytical and communication skills, attention to detail, ability to dive deep and quickly form conclusions, and have a passion to improve customer experience across Amazon.
Key job responsibilities
- You will develop and manage the processes to create a monthly customer-centric metrics deck for senior leadership. This requires above average writing skills as the main medium of communication.
- You will identify relevant stakeholders/partners across Amazon, and establish working relationships that will improve customer experiences.
- You will own self-driven project management: tracking tasks, identifying risk and mitigation, presenting complex information in a clear and concise way.
- You will act as a thought/strategic leader: evaluating effectiveness of existing mechanisms, using data to test and iterate product and processes, and have an innate need to push the status quo. You are essentially the 'owner' of your area and will provide guidance to a VP+ audience.
A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
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).
CXM is responsible for a highly visible product within Amazon to influence how teams tackle improving customer experiences. Our short term objective is to create a self-guided workflow and reporting application that is used to create Customer Experience Metrics content for Amazon senior leadership; used to make key strategic decisions about investments to positively impact customer experiences across many of Amazon’s products and services. Long-term is to make our work available, in a self-guided manner, to any metric-based performance management activities (e.g., business reviews, Kingpin), both within and outside Amazon.
