At Amazon, our vision is to become the most customer-centric company on earth. Achieving this goal requires ensuring we continue to work with carriers who are good actors and share this same vision. A key way we do this is through knowing and verifying our carriers, their business, and other relevant information.
The Relay Product Insights in Relay Product and Tech (RPI) team is looking for a Manager, Program Management to join the team. Our team leverages Pendo, a 3P tool, to increase visibility of Carrier, Driver and Operator behavior on product, as well as enhance user experience and drive product adoption through various features including in-app communications, engagement analytics, user sentiment collection and guided workflows. RPI enables stakeholder teams to leverage Pendo functionality without extensive learning curves, allowing tech teams to focus on their core mission of building features, products, and programs.
Key job responsibilities
• Create strategy, vision and determines Pendo requirements for the various team initiatives.
• Act as the functional Pendo SME and is responsible for assisting with application onboarding and feature socialization across stakeholder teams.
• Collaborate and participate in Pendo's design partner programs, betas and providing Amazon feedback on feature iterations to ensure they meet Amazon's requirements.
• Manage the team of Digital Content Leads, who act as Centre of Excellence to deliver Pendo capabilities and Operations across.
• End-to-end ownership of requirements gathering, documentation, planning, and implementation of cost-effective solutions for Amazon transportation network.
• Communicate and collaborate cross-functionally across multiple teams in operations, technology and planning to define strategic roadmaps while keeping the impact of the solution to all stakeholders in mind.
• Create and implement data driven improvements to Amazon's transportation network that deliver flexible and efficient products for our customers.
• Dive deep and conduct root-cause analysis using data, and create metrics-driven, actionable, and sustainable solutions for the future.
• Monitor KPI’s across nodes and analyze their drivers to determine the level and type of engagement required based on the risk to customer experience and utilization of technology.
• Responsible for career management and development of direct reports.
