The Amazon Customer Experience Metrics (CXM) team’s mission is to build a company-wide view of customer experience across all Amazon customer sets (e.g., consumers, developers, content creators, sellers) and deliver that view to senior leaders in a single location, supporting on-going, data-driven decision making.
CXM is searching for a Program Manager with a strong delivery record and proven project management experience to join us in building and scaling CX Metrics across all of Amazon. In this role, you will work cross-functionally with research, product, engineering, and user experience design teams to drive continuous improvement of team processes as well as build new scalable solutions that support CXM's mission. Success in this role requires strong program management capabilities, clear verbal and written communication skills, a hefty dose of customer obsession, and the ability to navigate ambiguous situations while maintaining attention to detail. Your contributions will have a significant impact on CXM team operations, our product roadmap, and our customers who are spread globally across Amazon.
Key job responsibilities
- Drive improvement of existing team processes and documentation (SOPs), creating and streamlining where needed
- Manage user feedback mechanisms which will be used as a critical input to the product roadmap
- Create and manage best-in-class help content and resources (written, video, etc.) for our product users
- Partner with product and engineering teams to identify, measure, and build reporting for key operational efficiency metrics for CXM's core product (Osprey)
- Support logistics as needed related to the monthly CXM workflow and the final output which is delivered to leaders across Amazon
- Build and maintain relationships with cross-functional teams, including research, product, user experience design, and engineering
A day in the life
You will directly support Osprey product users (by managing Contact Us mechanisms and self-service user support content) and the product team (by collecting critical user feedback which will inform the product roadmap). You will also work closely with the research team to support monthly reporting operations, identifying process improvements and creating supporting documentation.
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.
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.
