Find your next role

DESCRIPTION

The Customer Trust Perception team works to ensure that customers can shop with confidence on Amazon. We are a center of excellence for research on customer trust and we partner with cross-functional business teams across the company to translate our research insights into strategic investments that improve customers’ perception that Amazon is the most trusted shopping destination.

We are looking for a Program Manager to join our growing team! You will own the development and execution of messaging strategies to improve customers’ perception that they will receive authentic products in the condition and with the functionality expected, with seamless remediation for any order issues. You will partner with cross-functional teams (e.g., Product, Public Relations, External Relations, Market Research, Legal) and leverage market research insights to deliver compelling narratives and creative messaging solutions both onsite and through marketing/PR that educate customers about Amazon’s efforts to ensure a trustworthy shopping experience. You will develop a roadmap of messaging initiatives with clearly defined objectives, A/B testing strategies to optimize messaging, and success metrics.

The right candidate is highly organized, passionate about consumer research, loves solving complex problems, and is excited about improving customer trust. You are a strategic thinker with a proven track record of identifying problems, defining the appropriate solutions both short-and long term that consider trade-offs and mitigates risks, and executing on the defined tactical plan with positive measurable results. You have a strong ability to communicate effectively (both orally and in written form) and have experience working with a large number of partners across different teams and diverse business functions.


Key job responsibilities
- Develop and implement high-impact communication strategies to educate customers about Amazon’s commitment to ensuring a trustworthy shopping experience, resulting in improved perception
- Collaborate with cross-functional teams, such as Product, Public Relations, External Relations, Market Research, and Legal to identify opportunity areas and define the appropriate messaging and targeting strategies that will build customer trust, while mitigating any risks
- Leverage market research insights to identify areas for improvement in perception and develop messaging solutions to address those gaps and misperceptions
- Develop a roadmap of initiatives with clearly defined objectives, A/B testing strategies to optimize messaging, and success metrics
- Develop and refine mechanisms and project management solutions to effectively collaborate with partner teams
- Think big to define the program vision, mental models, frameworks and scalable strategies for expansion