Description

The AWS Customer Research team is seeking a dynamic Senior Customer Research Manager to join our growing team. This role is crucial in ensuring that our product and marketing teams remain customer-focused by providing deep insights into customer challenges, pain points, and high points. In this pivotal role, you'll be responsible for executing primary research, analyzing data, and delivering compelling narratives that guide decision-making across AWS product and marketing teams. The Senior Customer Research Manager will be responsible for spearheading the design, implementation, and management of a comprehensive tracking program across AWS offerings. This role involves developing robust research methodologies and data collection strategies to capture customer sentiment, pain points, and satisfaction levels. The manager will analyze complex datasets to extract actionable insights on product performance and customer experience, creating compelling data visualizations and executive-level reports to effectively communicate findings. Collaboration with product managers, marketers, and senior leadership will be crucial in informing product strategy and positioning. As a champion for customer-centricity, the manager will ensure that research findings drive meaningful business impact. They will oversee end-to-end research operations, including managing vendor relationships and project timelines. Additionally, the role involves identifying opportunities to enhance and automate research processes for increased efficiency, constantly seeking ways to improve the tracking system and its impact on AWS's customer-focused initiatives.

Key job responsibilities

• Design and implement quantitative and qualitative research instruments, including surveys, discussion guides, and data analysis frameworks

• Design and maintain dashboards for real-time utilization of data & insights

• Partner with cross-functional stakeholders to define research objectives, methodologies, and sampling strategies

• Analyze diverse and complex datasets to extract actionable insights and strategic guidance

• Craft compelling narratives that distil complex insights and strategic guidance to socialize research findings and recommendations

• Vendor manager who can build best-class ecosystem of research partners to support research initiatives

• Identify opportunities to simplify existing research processes and enhance operational agility

About the team

About AWS

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Basic Qualifications

• 7+ years of experience in market research and analytics, preferably in the technology industry

• Bachelors or advanced degree in business, mathematics, or the sciences

• Proven expertise in quantitative and qualitative research methodologies

• Exceptional storytelling and communication skills, with the ability to distill complex data into clear, actionable insights

• Strong analytical and problem-solving capabilities

• Excellent project management skills, with the ability to manage multiple initiatives simultaneously

• A natural curiosity and desire to learn

Preferred Qualifications

• Experience with emerging technologies research

• Experience with in business-to-business (B2B) research

• Experience with customer satisfaction research

• Experience in international research

• Experience in both client-side and vendor-side research positions

• Analytical skills with experience in statistical modeling

• Advanced and relevant education

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.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $112,800/year in our lowest geographic market up to $186,500/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.