Sr. Program Manager, VOC Research
Are you someone who cares about customer experience, and wants to be involved in delivering innovative support experiences for customers of Amazon's devices and digital products? Then we're looking for you! We are seeking an experienced Senior Program Manager to join the Device, Digital and Alexa Support (D2AS) Team to lead our Voice of Customer (VOC) program.
You will be responsible for managing the lifecycle of a high-visibility program with considerable impact to the business and global customer experience.
You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization.
You will collaborate closely with product teams to build new solutions for program success.
In this role you will own the strategic VOC roadmap for the organization, ensuring leaders within D2AS and partner business teams have access to high-quality, actionable VOC insights using the latest and most-reliable technology.
A successful candidate is just as obsessed about the customer experience as we are, and has a background building customer-first solutions.
You have outstanding business acumen, a restlessness to answer why? questions, and are passionate about using data to drive cross-functional decision making.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.
You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure, and handover.
You are able to solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
You are a simplifier.
You determine when it is appropriate to build, improve an existing solution, or integrate existing features for a more cohesive end-to-end customer experience.
You oversee the gap between teams, processes, and systems.
Key job responsibilitiesYour responsibilities will include:
o Be the singular owner of the Voice of Customer program, managing all aspects of stakeholder engagement and deliverables from inception to launch, including the overall strategy and roadmap.
o Define business and systems requirements, desired customer and employee experience, vision, tenets, and priorities, working with internal and external customers and influencing product and technical roadmaps.
o Define and execute the project plan from design to release, securing resources, and managing implementation.
o Drive program discussions, distilling clear requirements from large and diverse sets of customers, partners, and vendors.
o Develop program & product plans that have clear, measurable success criteria.
Define objectives, mechanisms, and metrics (e.
g.
, KPIs, funnels, conversion, awareness), analyze data, and influence resource allocation.
o Be accountable for overall program strategy as well as tactically driving teams in and outside your organization to deliver.
o Effectively collaborate and negotiate with cross-functional teams, making smart trade-offs (e.
g.
, time vs.
effort vs.
deliverables) and driving appropriate schedules.
You are willing to readjust priorities to ensure the right customer, technology, and engineering outcomes.
You demonstrate good judgment in how and when to escalate (without damaging relationships).
o Drive mindful discussions that lead to crisp decisions and stakeholder alignment.
You provide a long-term perspective, context (past, current, and future) for business and technology (at a high level) choices.
You partner with customers, internal/external teams, and/or engineering teams to determine what projects move forward and in what priority order.
o Develop change processes associated with program or product rollout and ongoing support.
o Scale existing programs to expand coverage of existing services or programs to additional domestic and international marketplaces.
o As a leader in the Research team, own the delivery strategy for VOC insights across the organization.
Proactively identify CX problems related to data or product quality, and make sure they are addressed by the appropriate SME in a timely manner.
When applicable, distil clear customer needs from large, diverse data sets (e.
g.
, behavioral/telemetry, survey, qualitative interviews/usability, etc.
) for integration with VOC data.
A day in the lifeIf you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.
If you're passionate about this role and want to make an impact on a global scale, please apply!Benefits
Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children.
Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.
The benefits that generally apply to regular, full-time employees include:
1.
Medical, Dental, and Vision Coverage2.
Maternity and Parental Leave Options3.
Paid Time Off (PTO)4.
401(k) PlanWe are open to hiring candidates to work out of one of the following locations:
San Francisco, CA, USA Seattle, WA, USA.
Estimated Salary: $20 to $28 per hour based on qualifications.
You will be responsible for managing the lifecycle of a high-visibility program with considerable impact to the business and global customer experience.
You will own and execute complex projects and programs, and will be seen as a thought leader and innovator within the organization.
You will collaborate closely with product teams to build new solutions for program success.
In this role you will own the strategic VOC roadmap for the organization, ensuring leaders within D2AS and partner business teams have access to high-quality, actionable VOC insights using the latest and most-reliable technology.
A successful candidate is just as obsessed about the customer experience as we are, and has a background building customer-first solutions.
You have outstanding business acumen, a restlessness to answer why? questions, and are passionate about using data to drive cross-functional decision making.
You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic.
You have an excellent record of complex project and program delivery, from conception and design through implementation, measurement, closure, and handover.
You are able to solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
You are a simplifier.
You determine when it is appropriate to build, improve an existing solution, or integrate existing features for a more cohesive end-to-end customer experience.
You oversee the gap between teams, processes, and systems.
Key job responsibilitiesYour responsibilities will include:
o Be the singular owner of the Voice of Customer program, managing all aspects of stakeholder engagement and deliverables from inception to launch, including the overall strategy and roadmap.
o Define business and systems requirements, desired customer and employee experience, vision, tenets, and priorities, working with internal and external customers and influencing product and technical roadmaps.
o Define and execute the project plan from design to release, securing resources, and managing implementation.
o Drive program discussions, distilling clear requirements from large and diverse sets of customers, partners, and vendors.
o Develop program & product plans that have clear, measurable success criteria.
Define objectives, mechanisms, and metrics (e.
g.
, KPIs, funnels, conversion, awareness), analyze data, and influence resource allocation.
o Be accountable for overall program strategy as well as tactically driving teams in and outside your organization to deliver.
o Effectively collaborate and negotiate with cross-functional teams, making smart trade-offs (e.
g.
, time vs.
effort vs.
deliverables) and driving appropriate schedules.
You are willing to readjust priorities to ensure the right customer, technology, and engineering outcomes.
You demonstrate good judgment in how and when to escalate (without damaging relationships).
o Drive mindful discussions that lead to crisp decisions and stakeholder alignment.
You provide a long-term perspective, context (past, current, and future) for business and technology (at a high level) choices.
You partner with customers, internal/external teams, and/or engineering teams to determine what projects move forward and in what priority order.
o Develop change processes associated with program or product rollout and ongoing support.
o Scale existing programs to expand coverage of existing services or programs to additional domestic and international marketplaces.
o As a leader in the Research team, own the delivery strategy for VOC insights across the organization.
Proactively identify CX problems related to data or product quality, and make sure they are addressed by the appropriate SME in a timely manner.
When applicable, distil clear customer needs from large, diverse data sets (e.
g.
, behavioral/telemetry, survey, qualitative interviews/usability, etc.
) for integration with VOC data.
A day in the lifeIf you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.
If you're passionate about this role and want to make an impact on a global scale, please apply!Benefits
Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children.
Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.
The benefits that generally apply to regular, full-time employees include:
1.
Medical, Dental, and Vision Coverage2.
Maternity and Parental Leave Options3.
Paid Time Off (PTO)4.
401(k) PlanWe are open to hiring candidates to work out of one of the following locations:
San Francisco, CA, USA Seattle, WA, USA.
Estimated Salary: $20 to $28 per hour based on qualifications.
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