Program Manager, Research, Technical Care ExperienceJob ID: 2756842 | Amazon.com Services LLC
The Technical Care Experience (TCX) Research team in Device, Digital, and Alexa Support (D2AS) is seeking a motivated Research Program Manager with strong research skills and practical program management experience to join our team.
This role is crucial in ensuring that product and support teams remain customer-focused by providing deep insights into customer and employee challenges, pain points, and de-lighters.
In this role, you will lead a research program, designing and conducting qualitative and quantitative studies, analyzing data to uncover actionable insights, and driving improvements in the customer and associate experience.
As a member of the TCX Research team, you will partner with Customer experience (CX) professionals representing key business lines, such as Kindle and Prime Video, and EX (Employee experience) professionals dedicated to improving the associate experience within Customer Service.
You will collaborate with product, program, and operations managers to define problem statements and business needs. Through research you will uncover moments of truth in the customer and associate experience and work cross-functionally to drive these insights toward implementation within the business. Your findings will be used to ensure support feature enhancements, roadmap prioritization, and product improvements based on first-hand knowledge of our customers/associates and their needs.
A successful candidate is just as obsessed about customer experience as we are, and has the background in research to prove it. They have outstanding business acumen, a restlessness drive to answer "why?", and are passionate about using data to drive decision making.
Key job responsibilities End-to-end research management including design, execution, analysis, and communication.Collaboration with managers across the organization to develop actionable recommendations for new products, features, and strategies to improve products and services.Stakeholder relationship management to understand business issues, ensure business questions are properly answered, collaborate on strategic discussions, and influence prioritization and action within their teams.Proactively seek improvements in processes and methodologies, incorporating feedback to improve.Creation and maintenance of a research backlog, prioritizing research and business needs.Managing vendor contracts and outsourced research. A day in the lifeMeet with researchers and stakeholders to collaborate on project scoping, balancing business delivery needs with quality standards.Lead fieldwork using one or more research methods (usability tests, web A/B testing surveys, literature review/synthesis, customer interviews and diary studies, demographic or behavior data analysis, benchmarking etc.)Synthesize findings across studies to build actionable insights, authoring and collaborating on research and strategy documents.Consult with other researchers to discuss insights and process improvements.Dive into insights and challenges with stakeholders to influence their strategic roadmap, tailoring your approach to form strong ongoing partnerships.
If 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:Medical, Dental, and Vision CoverageMaternity and Parental Leave OptionsPaid Time Off (PTO)401(k) Plan About the team
The Technical Care Experience (TCX) team drives D2AS customer obsession. The team uses quantitative and qualitative research methods to learn from customers and employees. Focusing on foundational strategic research, while also maintaining a business research support intake, we advocate on behalf of all current and potential customers and employees in order to reduce EX (employee experience)/CX (customer experience) friction, eliminate defects, and deliver the best technical care experience for D2AS employees and customers.
BASIC QUALIFICATIONS3+ years of program or project management experience3+ years of defining and implementing process improvement initiatives using data and metrics experienceExperience using data and metrics to determine and drive improvementsExperience working cross functionally with tech and non-tech teamsBachelor's degree3+ years experience in UX or market research in a corporate or academic staff rolePREFERRED QUALIFICATIONSExperience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization3+ years of driving end to end delivery, and communicating results to senior leadership experienceExperience building processes, project management, and schedulesMaster's degreeStrong verbal and written communication skills with demonstrated experience engaging and influencing senior stakeholders or executives.
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.
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