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Description

At Amazon, we're working to be the most Customer-centric company on earth. One customer experience that we’re constantly looking to take to a new level is how to coordinate the delivery of their orders. Our goal is to exceed the expectations of all our customers by ensuring that their orders, no matter how large or small, are delivered where and when they need them, as quickly, accurately, and cost effectively as possible. To meet this goal, Amazon is continually striving to innovate and provide best in class service levels through the introduction of pioneering new logistics products and services, significantly complimented by entrepreneurs like Amazon Delivery Service Partners and Amazon Flex. Amazon Flex crowdsources independent contractors – called Delivery Partners (DPs) – to coordinate deliveries to our customers. With Amazon Flex, individuals can now be their own boss delivering Amazon packages. Amazon Flex is powered by a mobile app that works in concert with our advanced systems, allowing partners to sign in, grab an offer for a time, check out a map of the location, and more.

The Worldwide Flex DP Experience team is looking for a dynamic and experienced Senior Manager, Flex Research & Insights to join us and lead the team. The team relentlessly advocates on behalf of Amazon Flex DPs to continually improve their experience of delivering with Amazon Flex. We listen wherever DPs speak, and leverage data and anecdotes to influence the prioritization, creation, and refinement of products, program, policies and services designed to delight our DPs. This role will lead a team of five to six researchers who own delivering various qualitative and quantitative researches for diverse internal stakeholders across the business. This leader will own delivering crisp "digest" educating business executives about DP experience trends, both qualitative anecdotes and quantitative metrics, and associated reasons for those trends so that business can understand the direction, root cause and drive right actions. The role will suit an individual who has solid expertise in driving market researches, and converting those insights to business leaders in consumable format by mapping them with business metrics. Lastly, this role will own a playbook reconciling all DP friction points, and drive discussions with various product and program teams to ensure those upstream teams prioritize the required fixes. As such, this role will require working with program, and tech teams across the world to define, prioritize and deliver key enhancements to our existing processes, and products.

Key job responsibilities

• Manage a team of researchers and program managers to plan and execute a recurring calendar of various researches including Surveys, Focus Group Discussions or Roundtables, and daily questions that we ask our DPs in the app.

• Partner with business, marketing and operations stakeholders to define and build custom research tools that improve the Amazon Flex DP Experience.

• Deliver a concise and actionable summary of various researches including business trends to cross team stakeholders, and senior executives at monthly, quarterly and bi-annual frequency.

• Develop and own cross-functional 12-month roadmap, leveraging qualitative and quantitative insights to distill gaps and opportunities.

• Establish the business goals, supporting business metrics and indicators for success.

• Own performance, and career development discussions for your direct reports.

Basic Qualifications

• 6+ years of professional non-internship marketing experience

• Experience using data and metrics to drive improvements

• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)

• Experience driving direction and alignment with cross-functional teams

• Some experience in doing market research, or consumer research or surveys to capture end user insights, with minimum 8+ years of total professional experience.

Preferred Qualifications

• Experience leading primary research studies across various methodologies: online quant surveys, focus groups, 1:1, ethnographies, online qual, mobile

• Experience with various statistical techniques (regression analysis, coefficient correlation)

• Outstanding analytical skills. Demonstrated ability to interpret large amounts of data and make sound business judgements and recommendations

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 $124,100/year in our lowest geographic market up to $205,200/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.