Sr. Product and Customer Insights Manager – Technical

Job description

DESCRIPTION

Amazon is seeking a Sr. Technical Product and Customer Insights Manager, based in Munich. You will join an expanding team which measures Amazon’s online retail customer experience end-to-end and will present business recommendations in order to drive changes, to solve the identified issues, and eventually to achieve our vision: Earth's Most Customer-Centric Company.

Key Job Responsibilities
Are you Customer-obsessed, data oriented, technologically curious, and confident in proposing opportunities to improve our Consumers’ experience across different Amazon businesses? Amazon is looking for an experienced, talented and highly motivated individual to join our Consumer Experience team in Munich.

As a Senior technical Product and Customer Insights Manager, you will own and contribute to studies that measure Amazon’s end-to-end experience. You will identify industry, experience, and technology trends, which will help define our roadmap. You will innovate and build new methodologies and products to improve the service - all in an effort to better serve our customers. Leveraging your technical skillset, leverage a variety of methodologies to drive studies across multiple categories (e.g. consumer electronics, apparel), geographies (e.g., Europe, Middle East, and potentially new countries), and departments (e.g., Retail, Marketplace), partnering with senior business leaders in developing and improving the shopping experience on Amazon.

You must possess excellent technical and analytical skills, knowledge of product management practices, project management experience, and a track record of delivering projects in a complex and ambiguous environment. You are not afraid to dive deep into the technologies that enable the customer experience, and can work seamlessly with tech team members. 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 skillset and address new challenges.

The right candidate will be excited about the opportunity to be our Customer’s advocate and influence their experience on Amazon!

Responsibilities include:
· Technology Acumen: Design tech assessments, deep dives and research to understand technology and underlying systems. Design for scale. Collaborate with our technical services to plan, design, and develop a portfolio of tools, and systems for data collection and analysis, as well as root cause potential customer experience barriers or gaps.
· 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.
· Deliver Results: Lead large and complex studies, including: scope alignment with business leaders, design, data collection and analysis, recommendations and presenting results to senior management worldwide.
· Customer Research and Analytics: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection/data analysis, tech assessment/analysis, and providing recommendations which are presented to senior leadership.
· Innovation: Identify, track, and monitor industry/experience trends and drivers of customer satisfaction. Develop new tools, methodologies, and/or standards for measuring customer experience.
· Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, define our roadmap and to collaborate and work with them on studies and actions to implement product and service solutions.
· Teamwork: Work cross functionally with peers/colleagues globally to support training, best practices, and shared opportunities
· Process Improvement: Continuously innovate and improve process to optimize efficiencies.

PREFERRED QUALIFICATIONS

· 6+ years of experience delivering technical products
· Experience working closely with software engineers to drive product development
· Technology focused degree is preferred
· Advanced degree (e.g. MBA)
· Experience with feature delivery and tradeoffs of a product
· Experience contributing to engineering discussions around technology decisions and strategy related to a product
· Understands the reasons for architecture decisions behind a product or feature and capable of holding an engineering team to a high standard for product solutions.
· Has strong, data-driven business and technical judgment. Able to make the case for a technology product and can influence teams to dedicate resources.
· Ability to distill informal business requirements into problem definitions, dealing with ambiguity and competing objectives
· Proven analytical thinking, skills in project management, attention to details, and exceptional organizational skills.
· Proven capabilities in rapidly learning new domains to lead domain-specific discussions about processes, metrics and customer experiences.
· Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen
· Self-starter, possesses flexibility to work in a fast-changing environment and ambiguous situations
· Strong oral and written English language communication skills. Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions

Did you know that Amazon is offering various jobs in part-time? If you want to apply, please filter for “part-time” in the job type search section on amazon.jobs. Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation. We believe passionately that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, sexual orientation, race, religion or belief.

Desired profile

BASIC QUALIFICATIONS

· 2+ years of experience delivering technical products
· University Degree
· C2 certificate or equivalent in English