Customer Experience and Business Trends Program Manager Job Description
About the Role
We are seeking an experienced Customer Journey Insights Program Manager to join our Global Capability team. As a Program Manager, you will contribute to multiple end-to-end market research projects globally each year, across various business and stakeholder groups.
Key responsibilities include planning and execution of projects, maintaining rigorous quality control, implementing process optimizations, and upskilling the team on advanced survey analytics, statistical analyses, and data visualization techniques.
Key Responsibilities
Planning and Execution
* Plan and forecast for different projects as per the roadmap.
* Own resource allocation and manage E2E operations/execution of the project.
* Prioritize and manage adhoc requests as per Operational/business goals.
Quality Assurance and Oversight
* Implement rigorous quality control mechanisms for all project deliverables, including survey programming, data cleaning, and data tables creation.
* Review and validate team members' outputs before they are submitted to stakeholders, ensuring a consistently high standard of work.
Enhance Team's Technical Capabilities
* Introduce newer tools and technologies to improve the efficiency and capabilities of the team.
* Implement process improvements and automation to enhance the scalability of the support service.
* Mentor and coach, the team members to enhance their technical skills and problem-solving capabilities.
Service Expansion and Innovation
* Identify opportunities to expand the scope of current team's support beyond existing tasks, e.g., Advanced Survey Analytics, data visualization, dashboard creation, etc.
Stakeholder Management
* Serve as the primary point of contact for business teams and proactively manage stakeholder expectations and address any concerns or issues.
* Regularly gather feedback to continuously enhance the CJI support offering.
Requirements
Required skills and qualifications include:
* A Master's degree in Business, Marketing, Statistics, Computer Science, Data Science, Mathematics, or related field.
* Knowledge of how to improve code quality and optimize BI processes (e.g., speed, cost, reliability).
* Experience using very large datasets.
* At least 3 years of people management experience.
Our Culture
We have an inclusive culture that empowers Amazonians to deliver the best results for our customers.