Program Manager, Alexa Customer Experience


Amazon is seeking a Program Manager, Alexa Customer Experience Strategy, based in Seattle, WA. You will join an expanding team which measures Amazon's digital product customer experience and will present recommendations to senior leaders in order to drive changes, solve the identified issues, and eventually to achieve our vision: Earth's Most Customer-Centric Company.

Key Job Responsibilities

You will drive programs across various Alexa and Echo device features partnering with senior business leaders in developing programs and conducting hands-on research. You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. The right candidate will be excited about the opportunity to be our Customers' advocate and influence their experience on Amazon!

Responsibilities include:

  • Manage Ambiguity: Understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify meaningful insights that help Amazon improve our customer experience
  • Program Management: Lead large and complex programs, including: scope alignment with business leaders, design, data collection and analysis, recommendations and presenting results to senior management worldwide
  • Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, and work with them on programs and actions to improve our customers' experience

The right candidate will:

  • Have a passion for continuously improving customer experience
  • Have significant creativity and excellent business judgment
  • Have a strong sense of urgency and commitment
  • Be self-starter and an independent thinker
  • Be a problem solver who always thinks about what to do next
  • Have excellent analytical capability
  • Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment

Basic Qualifications

  • At least 5 years of experience or master's degree and 3 years of experience or an equivalent combination of education and experience

Preferred Qualifications

  • Experience in areas such as management consulting, internet, technology, retail, consumer goods or research firms
  • Experience with UX/UI Design
  • BA/BS in Business, Operations, Finance, Engineering, Computer Science, Mathematics or equivalent
  • Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen
  • Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions
  • Excellent English writing skills; able to produce and finalize complex documents

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