Program Manager, Customer Experience and Business Trends

Amazon; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Program Manager focused on Customer Experience and Business Trends. In this role, you'll oversee market research projects, ensuring high-quality deliverables while mentoring a diverse team. Your expertise in project management, statistical analysis, and data visualization will drive innovation and improve processes. This is an exciting opportunity to influence business decisions and enhance customer experiences globally, while working in a collaborative environment that values diversity and inclusion. If you're passionate about leveraging data to make a difference, this role is for you.

Qualifications

• 3+ years of people management experience required.
• Experience with large datasets and BI processes is essential.

Responsibilities

• Plan and execute projects, ensuring quality control and stakeholder satisfaction.
• Mentor the team and enhance technical capabilities through training.

Skills

Project Management

Stakeholder Management

Data Visualization

Statistical Analysis

Survey Programming

Process Optimization

Education

Masters degree in Business

Masters degree in Marketing

Masters degree in Statistics

Masters degree in Computer Science

Masters degree in Data Science

Masters degree in Mathematics

Tools

Advanced Survey Tools

Data Analysis Software

Job description

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 the 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 understand 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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information.

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.