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

DESCRIPTION

Amazon is seeking a Sr. Product & Customer Insights Manager focused on our Alexa and Devices products lines (e.g., Alexa, Echo, Fire TV). Product and Customer Insights is a global service that inspects, measures, and drives improvements to Amazon’s customer experiences and presents recommendations to senior leaders in order to drive changes and solve identified issues.

The ideal candidate has a passion for and interest in the customer experience with AI agents, generative AI, virtual assistants, and consumer electronics. In this role you will own studies and insights that guide your partners to identify potential business, operational, and technical changes or investment areas that significantly impact business performance. You will also help contribute to and own our service roadmap, innovate and build new methodologies and products to continuously iterate and improve the service – all in an effort to better serve our customers.

This candidate must possess excellent analytical skills, knowledge of product management practices, project management experience, and a track record of delivering projects in a complex and ambiguous environment.

Key job responsibilities

• Product Management: Lead large and complex studies, 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 studies and actions to implement product and service solutions.
• Customer-Focus: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection, data analysis, customer engagement, and providing recommendations which are presented to senior leadership.
• 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.
• Technical Solutions: Collaborate with the our technical services (software developers, technical program managers, solution architects, business intelligence teams) to plan, design, and develop a portfolio of methodology, tools, and systems for data collection, and data analysis.
• Trends: Track and evaluate global industry trends.
• 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.
• Methodologies: Develop new methodologies and standards for measuring and customer experience.

A day in the life

You will be responsible for delivering studies to support Amazon’s Alexa and Devices products lines (e.g., Alexa, Echo, Fire TV). You will drive research across multiple geographies, partnering with stakeholders and peers to define study scope, conduct customer research and product testing, surface key insights, make recommendations to senior business leaders, and drive improvements.

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, 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

• 5+ years of product or program management, product marketing, business development or technology experience
• Bachelor’s degree or equivalent
• Experience owning/driving roadmap strategy and definition
• Experience with end to end product delivery
• Experience with feature delivery and tradeoffs of a product
• Experience as a product manager or owner

PREFERRED QUALIFICATIONS

• Master’s degree or equivalent
• Experience in delivering end-to-end customer research studies, including study design, fieldwork (qualitative research moderation and survey execution), analysis, recommendations, reporting and presentation of results to senior leadership
• Knowledge of key customer experience metrics and methodology (e.g., NPS)
• Experience in influencing senior leadership through data driven insights
• Experience working across functional teams and senior stakeholders
• Experience with artificial intelligence (AI), generative AI, and/or digital voice assistants; such as through experience in management consulting, internet, technology, retail, or market research

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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