Program Manager VoC

Job description

DESCRIPTION

We hire the world's brightest minds, offering them an environment in which they can relentlessly identify and drive solutions to improve our Customers experience on Amazon.com. We do this every day by solving complex business and technical problems with ingenuity and simplicity. We're making history and the good news is that we've only just begun.

Does the thought of driving people, processes, and technology improvement initiatives to optimize the customer experience excite you? Then this role may be for you. The VoC Program Manager will be a critical member of the Device and Digital Customer Service (D2CS) team. They collaborate with key partners to develop and deliver world-class products and services. As a FR VoC Program Manager, you will expand the VoC program to the FR marketplace and liaison with cross-functional teams responsible for the customer experience. You will advocate on behalf of FR customers and drive customer experience improvements.

You have a passion for customers and an ability to impact business through data driven insights. You will gather and analyze customer feedback from multiple listening posts, and uncover compelling user stories. You will work cross-functionally with various internal groups to ensure feature enhancements, roadmap prioritization and product builds are designed with first-hand knowledge of our customers and their requirements.

Key Deliverables
· Build a VoC strategy for the FR marketplace
· Develop strong relationships with key stakeholders and embed VoC in the decision-making process as a core component of the strategy for digital and device product lines
· Evangelize, educate, and raise awareness of the value of VoC insights across the organization
· Create tools to analyze customer feedback and track sentiment at scale
· Forecast potential customer experience gains and losses as a result of business decisions
· Summarize findings from analytical efforts and prepare reports containing actionable recommendations and key take-aways.

Desired profile

BASIC QUALIFICATIONS

· Fluent in French and English
· Bachelor's degree in Business, Economics, Finance, Engineering, Statistics, Computer Science, Mathematics or related field, or equivalent experience
· 3+yrs.work experience in program management role
· 2+ yrs. experience in a business analyst/data analyst/statistical analysis role
· Strong communication skills, verbal and written
· Advanced Microsoft Office skills, particularly Excel and analytical platforms, SQL skills
· Data gathering and analysis skills, including ability to interpret, articulate and take action on ambiguous/complex topics
· Interpersonal skills and the ability to build trust and partnerships with key stakeholders
· Experience working with senior managers and executives
· Ability to manage multiple timelines and commitments