Program Manager EU HL CX , EU Hardlines Customer Experience

Amazon; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a proactive Program Manager to lead the Basket Building program. This role involves engaging with diverse teams to maximize the impact of innovative customer experience features. You will leverage your analytical skills to drive product adoption and improve recommendations, ensuring a seamless shopping journey. Join a dynamic environment where your problem-solving abilities will shine, and your contributions will directly influence customer satisfaction. If you are ready to tackle new challenges and work in a collaborative setting, this position is perfect for you!

Qualifications

• Experience in program or project management with a focus on data-driven improvements.
• Advanced knowledge of Excel and SQL for data analysis and reporting.

Responsibilities

• Collaborate globally to define product requirements and drive adoption.
• Manage program roadmap to enhance discoverability of complementary items.

Skills

Program Management

Analytical Skills

Problem Solving

Stakeholder Management

Data Analysis

Education

Bachelor's Degree

Tools

Excel

SQL

Job description

Job ID: 2952505 | Amazon EU SARL (UK Branch)

Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. The EU Hardlines CX team supports this vision though its Basket Building program, which helps customers get the most out of their base items by providing opportunities to easily discover relevant, complementary products, accessories, and services at the right times during their purchase journey.

We are looking for a Program Manager to join the team to join our Basket Building program. The ideal candidate will be an experienced program manager who is confident engaging with business and technical partners and dealing with ambiguity. This person will be responsible for leading effort to maximise the impact of existing and new Basket Building CX features, like Virtual Bundles and Accessory Recommendations. This will involve working directly with technical partners to understand go-to-market activities for new CX launches and creating mechanisms to drive business adoption of existing CX feature, to deliver program growth.

You will be the right Program Manager if you are:

1. Inventive – You are excited by new challenges and look beyond constraints to develop solutions that achieve more than what was once thought possible.
2. Analytical – You have a deep understanding of customer data to power better shopping experiences.
3. Problem Solver – You thrive operating autonomously in ambiguous situations.
4. Results-Oriented – You set ambitious targets for your products, and you’re focused on achieving that vision throughout product delivery.
5. Trust-earner – You recognize that successful delivery is dependent on your ability to build positive working relationships with partner teams. You should be comfortable working with multiple international teams and management.

The position will be based in Amazon’s office in London.

Key job responsibilities

1. Collaborate with internal Amazon teams around the globe to define new product requirements and drive adoption of new launches with internal business teams to maximise customer impact.
2. Build, develop and manage the program roadmap to improve the discoverability of complementary items and for features that help Amazon selling partners surfacing complementary items to customers.
3. Improve the quality of product recommendations in close collaboration with Software Engineering and Applied Science teams.
4. Lead mechanisms to drive business engagement with Basket Building at all levels - from SME groups to leadership reviews.

BASIC QUALIFICATIONS

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience working cross functionally with tech and non-tech teams
• Experience defining program requirements and using data and metrics to determine improvements
• Experience in program or project management
• Experience implementing repeatable processes and driving automation or standardization
• Experience defining and executing program requirements

PREFERRED QUALIFICATIONS

• Experience in driving end to end delivery, and communicating results to senior leadership
• Experience leading process improvements
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information.