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Sr. Program Manager, Alexa Customer Experience

Sr. Program Manager, Alexa Customer Experience

Job ID 
Posted Date 
Amazon Corporate LLC
Position Category 
Project/Program/Product Management--Non-tech
Recruiting Team 

Job Description

Amazon is seeking a Sr. Program Manager, Alexa Customer Experience Strategy, based in Seattle, WA. You will join an expanding team which measures Amazon’s digital product customer experience and will present recommendations to senior leaders in order to drive changes and solve identified issues.
Key Job Responsibilities
You will drive programs across various Alexa and Echo device features partnering with senior business leaders in developing programs and conducting hands-on research. You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. The right candidate will be excited about the opportunity to be our Customers’ advocate and influence their experience on Amazon!
Responsibilities include:
  • 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
  • Program Management: Lead large and complex programs, including: scope alignment with business leaders, design, data collection and analysis, recommendations and presenting results to senior management worldwide
  • Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, define our roadmap and to collaborate and work with them on programs and actions to improve our customers’ experience.

The right candidate will:
  • Have a passion for continuously improving customer experience
  • Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action
  • Have significant creativity and excellent business judgment
  • Have a strong sense of urgency and commitment
  • Be self-starter and an independent thinker
  • Be a problem solver who always thinks about what to do next
  • Have excellent analytical capability
  • Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment

Basic Qualifications

  • BA/BS in Business, Finance, Engineering, Computer Science, Mathematics, or equivalent.
  • Minimum 7 years of experience or master’s degree and 5 years of experience, or an equivalent combination of education and experience.
  • Have experience in an international work environment in areas such as management consulting, internet, technology, retail, consumer goods or research firms.
  • Have broad experience, across functional and technical areas, designing, developing, deploying, and maintaining large scale projects; consulting experience valuable.
  • Be skilled at gathering functional requirements and converting those into a realistic, detailed functional spec and project plan
  • Be highly motivated, analytical, creative and results-oriented with a passion for digital products and services.
  • Have strong oral and written communication skills (including experience reviewing results with senior management).
  • Have exceptional customer experience judgment, creative problem solving skills combined with business curiosity and a strategic viewpoint.
  • Be a self-starter, possess flexibility to work in a fast-changing environment and ambiguous situations.

Preferred Qualifications

  • Experience in areas such as management consulting, internet, technology, retail, consumer goods or market research firms
  • Experience with UX/UI Design
  • Experience and knowledge of customer experience metrics, methodologies and customer survey research design
  • Diverse work experience/background
  • Advanced degree (e.g., MBA)