Key job responsibilities
As an Insights Program Manager on the Alexa Preview 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.
In this role, you will:
- Build frameworks by establishing success criteria, KPIs, and feedback collection mechanisms to derive insights and recommendations 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 and write clear and detailed plans outlining methods to gather and analyze Preview participant feedback in order to deliver on requirements.
- Develop and improve reporting processes and tooling across a broad range of metrics relating to customer satisfaction, adoption, and engagement
- Manage dependencies and negotiate trade-offs as needed
- Deliver detailed reporting on a regular basis within Preview team and to key partner teams and leadership
A day in the life
As an Insights Program Manager on the Alexa Preview Team, you will be working with a wide range of product and marketing owners across the broader 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 senior leadership to build consensus on how Alexa teams incorporate user feedback to successfully launch 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.
BASIC QUALIFICATIONS
- 3+ years of program or project management experience
- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of data analysis experience
- Experience using data and metrics to determine and drive improvements
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
- Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- 3+ years of data visualization and reports tools experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- 3+ years of driving process improvements experience
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 $66,800/year in our lowest geographic market up to $142,800/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.