Manager – Amazon Remote Jobs

Job Type: Manager from home
Location: California work from home
Company: Amazon

The Private Pricing Program Management (3PM) team is happy to offer cutting-edge technologies that satisfy the needs and desires of our strategic clients as a member of AWS. We are looking for a skilled Voice of the Customer (VoC) leader to establish and lead a multidisciplinary team as we continue to expand and improve our Private Pricing products. Establishing a well-run Voice of the Customer program, including coming up with innovative listening posts, will fall within the purview of the Manager, Voice of the Customer (VoC).

You will be skilled at spotting gaps in client comprehension and possess the inventive mentality needed to close them. You are an expert data analyst who has the capacity to combine various data sources to produce insightful analyses of your clients.
To improve the Private Pricing Product, you will assemble and manage a team that will evaluate data collected from listening posts in order to produce insights that will inform client journeys, personas, and actions. The ideal applicant will have expertise in developing focused listening strategies for our industry business units and geographies, as well as experience in a B2B selling model (e.g., Telco, Energy, Global Financial Services, Global and Strategic Accounts). As our customers’ demands change, you’ll keep creating and updating the Private Pricing Program.

To challenge the established quo and enable Private Pricing teams and Amazon leadership to use data as a tactical weapon, you lead with the voice of the client. The Manager for VoC will delve deeply into our survey, reports, research, and social data to draw out trends and useful insights that may be used to develop insights and identify issues. You will support our strategy around important CX metrics to determine what Private Pricing clients are saying about their interactions with Amazon, as well as encouraging the use of VoC data, reports, and tools throughout the organization.

Responsibilities:

• Create and oversee a private pricing scheme that follows best practices for the voice of the customer.
• Create and oversee a 3PM Voice of the Customer team.
Get critical insights and trends using natural language processing and analytics tools, voice of the customer data, reports, focus groups, research, etc.
• Create narratives and presentations that clearly convey these insights and trends for senior leadership and cross-functional audiences.
• Develop your social listening skills and take the initiative in developing social listening tactics and questions.
• Identify data gaps and work with colleagues to close them (e.g., data on product defects, win/loss statistics, customer support data, etc.).
• CX KPI thought leader influencing how Private Pricing will track and gauge the state of our customers’ experiences Lead workstreams to define KPIs, construct executive dashboards to report on these metrics, and prepare and deliver CX KPIs to the Executive Leadership Team. Help Private Pricing outline how we will monitor and measure CX across the brand.
• Promote the organization-wide democratization and acceptance of data from the Voice of the Consumer by working together with regional and functional teammates to develop dashboards and capabilities tailored to their use cases.
• Actively seek out organizational areas where VoC data may make a difference, then collaborate with colleagues in those areas to make the effort a reality.

Requirements:

BASIC REQUIREMENTS

• 5+ years of expertise with Voice of the Customer programs • Bachelor’s degree in engineering, business administration, finance, computer science, or a related field
• Knowledge of social listening and/or voice of the customer platforms like Qualtrics, Medallia, InMoment, Sprinklr, and/or Infegy
• Experience with digital analytics, consumer feedback, user experience research, and other qualitative and quantitative indicators to guide product planning and prioritization
• Team-leading expertise (coaching, mentoring, tough conversations)

FAVORABLE QUALIFICATIONS

• Proven ability to successfully influence and drive stakeholders to decision without formal authority • Lean Six Sigma black belt with extensive process improvement experience • Evidence of demonstrated success managing multiple projects independently, collaborating with technical and non-technical teams, and presenting and communicating directly with senior leadership
• Professional experience with B2B sales groups

Amazon is dedicated to creating an inclusive and diverse workplace. Amazon is an equal opportunity employer and does not discriminate against applicants or employees based on their race, national origin, gender, gender identity, sexual orientation, protected veteran status, handicap, age, or any other legally protected status.

We will take eligible applicants with arrest and conviction records into consideration for employment in accordance with the Los Angeles Fair Chance Ordinance.

We will take eligible applicants with arrest and conviction records into consideration for employment in accordance with the San Francisco Fair Chance Ordinance.

Our pay is in line with the cost of labor in different US regions. In our lowest geographic area, the base salary for this position is $130,200 per year, while in our top geographic region, it is $242,200 per year. Compensation is based on a number of variables, including market location, and may change in accordance with knowledge, abilities, and experience pertinent to the position. Amazon is a corporation that offers entire rewards. In addition to a broad array of medical, financial, and/or other benefits, the position offered may also include equity, sign-on payments, and other kinds of remuneration as part of the entire compensation package.