Sr. Product & Customer Insights Manager, Customer Experience And Business Trends

- 5+ years of product or program management, product marketing, business development or technology experience - Bachelor's degree or equivalent - Experience owning/driving roadmap strategy and definition - Experience with end to end product delivery - Experience with feature delivery and tradeoffs of a product - Experience as a product manager or owner
Amazon is seeking a Sr. Product & Customer Insights Manager focused on our Alexa and Devices products lines (e.g., Alexa, Echo, Fire TV). Product and Customer Insights is a global service that inspects, measures, and drives improvements to Amazon’s customer experiences and presents recommendations to senior leaders in order to drive changes and solve identified issues. The ideal candidate has a passion for and interest in the customer experience with AI agents, generative AI, virtual assistants, and consumer electronics. In this role you will own studies and insights that guide your partners to identify potential business, operational, and technical changes or investment areas that significantly impact business performance. You will also help contribute to and own our service roadmap, innovate and build new methodologies and products to continuously iterate and improve the service - all in an effort to better serve our customers. This candidate must possess excellent analytical skills, knowledge of product management practices, project management experience, and a track record of delivering projects in a complex and ambiguous environment. Key job responsibilities - Product Management: Lead large and complex studies, 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, define our roadmap and to collaborate and work with them on studies and actions to implement product and service solutions. - Customer-Focus: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection, data analysis, customer engagement, and providing recommendations which are presented to senior leadership. - 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. - Technical Solutions: Collaborate with the our technical services (software developers, technical program managers, solution architects, business intelligence teams) to plan, design, and develop a portfolio of methodology, tools, and systems for data collection, and data analysis. - Trends: Track and evaluate global industry trends. - Teamwork: Work cross functionally with peers/colleagues globally to support training, best practices, and shared opportunities. - Process Improvement: Continuously innovate and improve process to optimize efficiencies. - Methodologies: Develop new methodologies and standards for measuring and customer experience. A day in the life You will be responsible for delivering studies to support Amazon's Alexa and Devices products lines (e.g., Alexa, Echo, Fire TV). You will drive research across multiple geographies, partnering with stakeholders and peers to define study scope, conduct customer research and product testing, surface key insights, make recommendations to senior business leaders, and drive improvements. About the team Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings - for almost every business at Amazon - for every customer (e.g., consumers, developers, sellers/brands, investors, streamers, gamers). Our approach is based on determining the customer need, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solutions Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.