Product & Customer Experience Insights Manager, Customer Experience and Business Trends

Amazon; Seattle (WA); On-site; USD 116,300 - 160,000; Full time

Benefits offered by this job

Health insurance

RSU

401(k) matching

Parental leave

Job summary

Amazon in Seattle is seeking a Product and Customer Insights Manager to own studies across multiple product lines and geographies, partnering with senior leaders to translate findings into actionable recommendations.

You will lead large-scale studies, manage stakeholders, aid hiring and onboarding, and foster a data-driven culture to improve the customer experience across Retail, Marketplace, and Digital.

Qualifications

• 3+ years of product management experience.
• Experience managing technical products or online services.
• Experience leading cross-functional teams in delivery of major new products or services.

Responsibilities

• Ownership of large-scale continuous monitoring survey mechanisms (e.g. NPS, CSAT).
• Manage ambiguity: translate complex business problems into analysis requirements and insights.
• Study management: lead large and complex studies from scoping to presenting results to senior management.
• Stakeholder management: build relations, define roadmap, collaborate on studies and actions.
• Team: support hiring and onboarding of new team members and foster high-performing culture.
• Demonstrated passion for continuously improving the customer experience.
• Influence and earn trust to drive action across business teams.
• Creative thinking with strong business judgment.

Skills

Product management

Cross-functional leadership

Stakeholder management

Data analysis

NPS/CSAT knowledge

Job description

Description

Are you Customer obsessed and eager to propose opportunities and influence business decisions to improve the Consumer and Seller experience across our different Amazon businesses? Customer Experience and Business Trends (CXBT) is looking for an experienced, talented, and highly motivated individual to join our Customer Experience Insights team in Arlington.

As a Product and Customer Insights Manager, you will own and contribute to studies that measure Amazon's end-to-end experience. You will drive studies across multiple product lines (e.g. media, consumer electronics, apparel), geographies and departments (Retail, Marketplace, Digital), partnering with senior business leaders in developing studies and following-up on actionable findings. The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly build your skill set and address new challenges.

You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. If this role is right for you, you will be excited about the opportunity to be our Customers' advocate and influence their experience on Amazon!

Key job responsibilities

• Ownership of large-scale continuous monitoring survey mechanisms (e.g. NPS, CSAT)
• Manage Ambiguity: understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify meaningful insights that help Amazon improve our customer experience
• Study Management: lead large and complex studies, including scoping with business leaders, study design, data collection, data analysis, recommendations, and presenting results to senior management
• Stakeholder Management: build strong relations with stakeholders to understand priorities, define the roadmap, and to collaborate on studies and actions to improve our customers' experience
• Team: support hiring and on-boarding of new team members and contribute to our high-performing culture
• Demonstrated passion for continuously improving the customer experience
• Experience influencing and earning the trust of stakeholders, and driving business teams to take action
• Significant creativity paired with excellent business judgment
• Strong sense of urgency and commitment to delivering results
• Self-starter and independent thinker who follows up on responsibilities in a timely manner while also being a strong team player
• Proactive problem solver who anticipates next steps and drives solutions forward
• Excellent analytical capability
• Flexibility and a track record of delivering results in a fast-paced, highly ambiguous work environment

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.

Basic Qualifications

• 3+ years of product management experience
• Experience managing technical products or online services
• Experience in product, program, or project management in leading cross-functional teams in delivery of major new products or services

Preferred Qualifications

• Experience delivering complex, data-driven recommendations to senior leaders
• Experience working across functional teams and senior stakeholders
• Knowledge of key customer experience metrics and methodology (e.g., NPS)
• Experience in areas such as market research, statistics, finance or qualitative/quantitative research

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 116,300.00 - 160,000.00 USD annually