Program Manager - Voice of the Customer

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. We are seeking top a performing Insights Manager who will be passionate about data and customer experience. As a The Voice of Customer (VoC) Program Manager you will identify opportunities to eliminate current pain points and establish new "wow" experiences that surprise and delight customer. You will create high quality user stories via the interpretation of Voice of Customer data. This insight will drive the creation of real tools and features for our customers. Your role requires strong collaboration skills, the ability to drive concrete business results, attention to detail and strong objective business judgment. You will not only execute on the required skills but also be able to influence, educate, and drive results in a fast-paced, ambiguous environment.

The ideal candidate will be customer-centric, naturally curious, have a sound understanding of customer experience management and a passion for analyzing data.

Key Deliverables
· Translate customer needs into business requirements
· Develop a deep understanding of what customers expect at each of the points of their journey and how those expectations align with current goals and operational metrics
· Work across the D2CS organization to make actionable intelligence available to business stakeholders
· Data mine key performance indicators to discover root causes for customer dissatisfaction
· Conduct trending analysis to identify opportunities, highlight strengths, and provide recommended corrective actions
· Communicate insights to key stakeholders
· Support cross-functional teams on the day-to-day execution of projects and initiatives

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree in a related field
· 3+ years of direct experience in quantitative, qualitative, research or analyses
· Experience with Excel, SQL and working with databases
· Experience creating and sharing data visualizations using tools such Tableau
· Interpersonal skills and the ability to build trust and partnerships with key stakeholders
· Ability to manage multiple timelines and commitments
· Strong organization skills and ability to multi-task and prioritize work