Program Manager, Customer Experience and Business Trends
DESCRIPTION
Are you Customer obsessed, eager to create opportunities and influence business decisions to improve the customer experience across our different Amazon businesses? Customer Experience and Business trends (CXBT) is looking for a Customer Journey Insights (CJI) Program Manager to join our Global Capability team based in Bangalore.
As a CJI Program Manager, you will contribute to multiple end-to-end market research projects (both quantitative and qualitative) globally each year, across a variety of business and stakeholder groups. You will be responsible for maintaining rigorous quality control, implementing process optimizations and upskilling the team on advanced survey analytics, statistical analyses and data visualization techniques. In addition to delivering projects, you will influence our service roadmap for India, and will continuously innovate and build new processes and research methodologies in an effort to better serve the Amazon business teams and our customers worldwide.
Key job responsibilities
Planning and Execution:
• Plan and forecast for different projects as per the roadmap
• Own resource allocation and manage E2E operations/execution of the project
• Prioritize and manage adhoc requests as per Operational/business goals
Quality Assurance and Oversight:
• Implement rigorous quality control mechanisms for all project deliverables, including survey programming, data cleaning, and data tables creation
• Review and validate team members’ outputs before they are submitted to stakeholders, ensuring a consistently high standard of work
Enhance team's technical capabilities:
• Introduce newer tools and technologies to improve the efficiency and capabilities of the team
• Implement process improvements and automation to enhance the scalability of the support service
• Mentor and coach, the team members to enhance their technical skills and problem-solving capabilities
Service Expansion and Innovation:
• Identify opportunities to expand the scope of current team’s support beyond existing tasks E.g., Advanced Survey Analytics, data visualization, dashboard creation etc
Stakeholder Management:
• Serve as the primary point of contact for business teams and proactively manage stakeholder expectations and address any concerns or issues
• Regularly gather feedback to continuously enhance the CJI support offering
Team Leadership and Development:
• Manage and mentor the team, providing coaching and training to develop their skills e.g. advanced survey programming, statistical analysis, data visualization techniques
• Optimize team capacity and bandwidth to ensure timely delivery of projects while not overloading associates
About the team
Customer Experience & Business Trends (CXBT) is an organization made up of a diverse suit of functions dedicated to deeply understand and improving Customer Experience, globally. We are a team of builders that develop products, services, ideas and various ways of leveraging data to influence products and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, employees, 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 & non-technical approaches and stay aware of industry & business trends. We are a global team, made up of a diverse set of profiles, skills & backgrounds - including Product Managers, Software Developers, Computer Vision Experts, Solution Architects, Data Scientists, Business Intelligence Engineers, Business Analytics, Risk Managers & more.
BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- Bachelor's degree in Marketing, Statistics, Economics, computer science or a related field
- 5+ years of experience working in the survey scripting and data processing teams of vendors such as Qualtrics, Dynata, Kantar
- Proficiency in programming languages like JavaScript, SQL, and Python
- Survey programming and Data processing Expertise including complex logics and cross tabulation tools (Eg: Q software, QuestionPro, Qualtrics etc )
- Strong Analytical skills – has ability to start from ambiguous problem statements, identify and access relevant data, make appropriate assumptions, perform insightful analysis and draw conclusion relevant to the business problem
- Communication skills – Demonstrated ability to communicate complex technical problems in simple plain stories. Ability to present information professionally & concisely with supporting data
- Ability to work in a fast-paced business environment and demonstrated track record of project delivery for large, cross-functional projects with evolving requirements
PREFERRED QUALIFICATIONS
- Masters degree in Business, Marketing, Statistics, Computer Science, Data Science, Mathematics or related field
- Knowledge of how to improve code quality and optimizes BI processes (e.g. speed, cost, reliability)
- Experience using very large datasets
- 3+ years of People management experience
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.