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Customer Insights Program Manager, Buy with Prime
4 months ago
The Buy with Prime team is looking for a Customer Insights Program Manager to lead our ‘Voice of the Customer program’, utilizing various channels to gather customer experience feedback that can be passed back to our product, tech and sales teams.
Listening to our customers is an important way to get feedback on our strategy, ensure we are building products and programs that deliver value, and gain insights that inform and elevate our messaging and strategy. As a Customer Insights Program Manager, you will function as part of the GTM team to ensure that we are moving swiftly to understand and iterate our products based on customers' needs. In this role, you will own and lead efforts to analyze customer feedback, define our customer targeting and partner with our Product teams to ensure we are prioritizing the right product unlocks.
You have high attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision. You are comfortable working directly and cross functionally with program or product stakeholders environment. As this org is in a start up phase, you are comfortable with a fast pace, growing go-to-market organization and are excited to build new mechanisms from scratch. You understand how to measure the impact of change, both quantitatively and qualitatively.
Key job responsibilities
You will work with subject matter experts across the business, including leadership, product management, business development, account management, support operations, marketing, customer insights, and market & UX researchers, among other groups. Your customer obsession will enable you to effectively represent the voice of the customer and drive cross functional conversations. These anecdotes may entail feature requests, pain points, process improvements, operational feedback, tailored needs, among others. You operate with the mindset that, ‘every anecdote from a customer matters’, and you treat them as precious sources of information. You help bridge the customer anecdotes collected by BD and AM teams; identifying similar themes and tying patterns back to core product requests.
About the team
Buy with Prime is helping people reimagine the way they shop….wherever they do Our vision is to enable every entrepreneur in the world to reach every customer in the world through every channel they can imagine. Buy with Prime is a new way to extend Prime shopping benefits—including fast, free shipping, a seamless checkout experience, and free returns—to merchants’ own online stores, ultimately increasing selection for Prime members. For over 20 years, Amazon been empowering small and medium-sized businesses with opportunities to grow. Buy with Prime is an exciting next step in our mission to help merchants of all sizes grow their business—whether on Amazon or beyond.
- 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
- 5+ years working directly with customers or analyzing customer data in program mgmt., account mgmt. or customer success mgmt. capacity
