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Sr. Program Manager, Customer Trust Perception
Amazon
Customer Service, Operations
Dallas, TX, USA · New York, NY, USA · United States · Texas, USA · Dallas, TX, USA
Posted on Jul 25, 2024
DESCRIPTION
The Customer Trust Perception team works to ensure that customers can shop with confidence on Amazon. We are a center of excellence for trust research and conduct quantitative and qualitative research studies to generate customer trust perception insights. Leveraging our research findings, we partner with cross-functional business teams across the company to influence strategic decisions for improving customer trust throughout every stage of the shopping experience. We continuously innovate in terms of research methodology and developing solutions to scale our impact.
We are looking for a Sr. Program Manager to join our team! As the Sr. Program Manager, you will partner with global stakeholders across the company to share our research findings and influence actions that improve customer trust. You will own mechanisms to effectively engage with and earn trust with stakeholders, which is critical to the overall success of our program. You will also own the strategic development of an end-to-end engagement mechanism thinking through the short and long term solution and requirements (including scoping different alternatives and technologies, such as generative AI)
The right candidate is highly organized, passionate about consumer research, loves solving complex problems, and is excited about improving customer trust. You have a strong ability to communicate effectively (both orally and in written form) and have experience influencing without authority. You are excited about implementing new and repeatable processes to improve productivity and drive impact at scale. You are a strategic thinker with a proven track record of taking end-to-end ownership, planning both for the short-and long term, and successfully delivering results with limited guidance. You are highly organized with a strong attention to detail.
Key job responsibilities
- Collaborate with global stakeholders across the company to influence initiatives that address research insights
- Develop and refine mechanisms to effectively engage with stakeholders and disseminate research findings/program updates across the company
- Own our Asana tracking mechanisms and identify gaps/implement improvements based on pain points
- Own the strategic development of an end-to-end engagement mechanism thinking through the short and long term solution and requirements (including scoping different alternatives and technologies, such as generative AI)
- Manage/prioritize requests from stakeholders
- Think big to define the program vision, mental models, and strategies for expansion
About the team
Here at Selling Partner Services, we embrace our differences. We are committed to furthering our culture of inclusion. We have 14 employee-led affinity groups, reaching 10,000+ employees in chapters globally. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our DEI Ambassador Program. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
BASIC QUALIFICATIONS
- 6+ 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
PREFERRED QUALIFICATIONS
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
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 $104,100/year in our lowest geographic market up to $185,000/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.