DESCRIPTION At Amazon.com, we strive to be Earth's most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history. Amazon is seeking to hire a Sr. Program Manager to join the Amazon Selling Partners Voice of Customer program team. This position will be instrumental in supporting our operation partners to drive operational excellence across the network but also support internal teams.
Voice of Customer (VOC) technology is used to provide deeper insight into the support experience, associate performance, and operational efficiency. As the Sr. Program Manager, VOC, you will leverage this technology to develop the strategy that supports Operational teams with mechanisms that identify points of interest in selling partners contacts, and then proactively takes actions that result in a tangible improvement for Selling Partners who sell on Amazon. You will create and own, create and execute the strategy of the Voice of Customer program for Selling Partners.
This role is a part of Selling Partner Insights and Analytics team which is on the mission to build listening mechanisms to gather frictionless SP feedback, generate insights at scale, and enable teams to prioritize and measure improvement opportunities.
Key job responsibilities
The right candidate will be ready to balance strategy and execution for broad projects, have strong customer experience knowledge, have a background work with and influencing technical teams, and the ability to communicate to executive leadership in a variety of presentations. To do this, the Sr. Program Manager, VOC will have the following responsibilities/capabilities:
•Selling Partners-Focus: Have a complete understanding of Selling Partners needs and pain points, both existing and potential, and use that knowledge to advocate for the use and delivery of VOC data and tools that enable business and operational leaders to provide Amazon Selling Partners with an exceptional selling experience.
•Manage Ambiguity: Understand complex business problems across business units, geographies, and product lines to create analytics strategies that identify meaningful insights that help Amazon improve our customer experience. Understand the interdependencies of the data providers and product teams at Amazon and design solutions that leverage the best tools available in meeting program objectives.
•Create the VOC strategy, roadmap, objectives and position within the wider Selling Partners organization. Comfortably communicate the strategy with stakeholders from all levels of the organization including directors and above. Earn trust with dependent engineering teams to drive technological innovation (new language models, new business intelligence tools, machine learning) that increases the scale and accuracy of the program.
•Deliver Results: Successfully deliver analytic solutions and mechanisms that resolve significantly complex problems and provide a long-term beneficial impact on a large customer segment.
•Stakeholder management: Build strong relationships with internal stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms. Work alongside stakeholders to define and execute actions from identification to implementation and influence without authority.
•Operate with autonomy, showing high judgment in decisions that have legal and brand implications
•Work with upstream and downstream internal teams to design and monitor the critical business requirements to ensure the health of the VOC implementation.
•Measure and drive adoption of the program across the organization.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA BASIC QUALIFICATIONS - 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Bachelor's degree
