Description

Join the Alexa marketing team to help build the future of Amazon's cloud-based voice service and Echo devices. This role will focus on designing mechanisms for collecting customer feedback, executing those for Alexa and Echo products, and working with product and marketing teams on behalf of customers. Your strategic and tactical recommendations that will contribute to making customers life easier and more fun by using the Alexa and Echo products!

Key job responsibilities

As an Insights Program Manager on the Alexa marketing team, you will have the opportunity to make a big and immediate impact on the Alexa customer experience. You will be responsible for designing mechanisms and artifacts for gathering user insights for Alexa and Echo products. You will provide beta participant insights to guide the prioritization of improvements to Alexa CX globally and to inform the direction of Alexa products and features, and ultimately improve the experience for Alexa customers. Insights Program Managers own developing a deep understanding of the beta participant experience across the products in a given portfolio, learning what drives customer satisfaction, adoption and engagement. You will be making strategic and tactical recommendations based on feedback and segmentation analysis, paying close attention to details regarding sentiment, anecdotes, and key performance indicators, as well as being able to think broadly about our customer and participant ecosystem and the variables that impact perception.

You are a self-starter who is comfortable making recommendations for insight design and based on feedback analysis. You can quickly identify key drivers and think strategically about customer, business and operational implications in order to drive improvements. This role will involve a wide range of problem-solving opportunities, and will require the ability to form strong recommendations supported by robust research and analysis.

This is an exciting and critical area of growth for Alexa Preview Program Management to support insights that will be highly visible to participants and business partners, and will require a significant amount of autonomy, reporting and “thinking big”.

In this role, you will:

• Build frameworks by establishing success criteria, KPI, and feedback collection process for user research and insights for Alexa and Echo products

• Support moderately complex programs that are medium to large scale from initiation through delivery

• Gather requirements from appropriate business owners, writes clear and detailed plans to design methods to gather and analyze Preview participants feedback with functional specifications, feature prioritization, to deliver on requirements.

• Develop and improve reporting across a broad range of metrics relating to customer satisfaction, adoption and engagement

• Manage the dependencies and negotiates trade-offs as needed

• Provide detailed reporting on a regular basis within Preview team and to business and technology owner regarding voice of the customers insights

A day in the life

As a Sr. Insights program manager on the Alexa marketing team, you will be working with a wide range of product and marketing owners across the broad devices org at Amazon. You will act as a beta program POC for user insights to bridge understanding the CX of newly launching products and building mechanisms to measure the user feedback. You will be presenting our output to the senior leadership to build consensus on how Alexa teams incorporate user feedback to successfully launch the products that customers love.

About the team

Alexa is the name of the Amazon cloud-based voice service that powers Echo, the groundbreaking new Amazon device designed around your voice. Echo is always ready — just ask for information, music, news, weather, and more. Alexa marketing team is at the frontline of connecting customers and Alexa builders at Amazon. Our team relentlessly works to understand customers and serve them best. We're a group of fun seeking individuals as reflected in our work culture, and it is embedded in our culture to encourage each other's individual growth while delivering excellent CX to the customers.

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 in business, data science, public administration, finance, engineering, human resources or related field

• 4+ years of project, or program management experience focused on data collection and analysis or UX research

• Strong analytical skills

• Strong stakeholder management and relationship building skills

• Strong verbal and written communication skills with demonstrated experience engaging with end customers

• Experience working on confidential and/or high-tech programs and/or products

• Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment

• Success with the planning and delivery of large scale, complex, and cross-functional projects

• Decision making and complex problem solving; a system thinker who proactively gathers the right data from appropriate sources to make the right decisions

Preferred Qualifications

• Proficiency in analytics tools to handle large set of qualitative and quantitative data to drive insights

• A big thinker who can look outside the box for solutions, but can probe and consider all the facts and details, while still staying aligned with the long term plans and goals

• Can act decisively, promptly, and confidently

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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/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.