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Description

If you're interested in analyzing the performance of support content for products like Fire TV and Prime Video, as well as ushering in a new content optimization process for the generative AI age, then this opportunity is for you.

Device, Digital & Alexa Support (D2AS) org seeks a data-driven, solution oriented, and forward-thinking Program Manager. The successful candidate will be thoughtful, analytical, technologically savvy and have a demonstrated ability to effectively influence the decisions of cross-functional teams and senior business leaders through clear verbal and written communication, analysis, logical reasoning, and the presentation of alternatives.

In this role, you will focus on understanding the critical customer experience defects in the Help support content, which is featured within various domains, including large language models. You must be comfortable dealing with ambiguity, be an effective communicator, and be organized. Our business moves rapidly, and it’s important to be able to adapt to the latest changes in the business, systems, tools, and techniques for extracting, processing, analyzing, modeling, and taking action on data. You will work directly with business stakeholders to define strategy and requirements, and then lead analyses from design through delivery.

While the area of focus is support content, a holistic understanding of our business drivers and the ability to synthesize them to deliver business recommendations are key. The role operates in a fast-paced, global, results-oriented environment, and provides decision support and advice for Amazon content and product leads.

Key job responsibilities

• Design, develop and maintain scaled, automated, user-friendly systems, reports, analyses, and ad-hoc metrics to drive key business decisions.

• Monitor existent metrics, build new metrics, and partner with internal teams to identify process and system improvement opportunities.

• Support cross-functional teams on the day-to-day execution of the existent content optimization program implementation.

• Develop mechanisms to drive customer insights, engagement acquisition and retention.

• Develop mechanisms and metrics to track stakeholder satisfaction and drive projects to continuously improve satisfaction scores.

A day in the life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate, evaluate, prevent, and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazon's digital products.

Our team combines strategic thinking, technology expertise, and customer experience best practices. This ensures customers can easily get the most value from Amazon's digital offerings. We focus on providing the right support at the right time, tailored to each customer's needs. By eliminating friction and making support effortless, we enhance the overall customer experience.

Basic Qualifications

• Bachelor's degree, or CMA or CPA

• 3+ years of program or project management experience

• 3+ years of Tableau or equivalent tools experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

• Ability to display complex quantitative data in a simple, intuitive format and to present findings in a clear and concise manner

Preferred Qualifications

• Master's degree

• 5+ years of data analysis experience

• 5+ years of Tableau or equivalent tools experience

• 5+ years of driving end to end delivery, and communicating results to senior leadership experience

• Experience working with AWS products and environment (e.g., Redshift, S3)

• Experience using Generative AI Large Language Models (e.g. Claude, Chat GPT etc.) to enhance business processes

• Experience in Operations, Marketing, or Retail

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 $66,800/year in our lowest geographic market up to $142,800/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.