Description

The Technical Care Experience (TCX) Research team in Device, Digital, and Alexa Support (D2AS) is seeking a motivated Research Program Manager with strong research skills and practical program management experience to join our team.

This role is crucial in ensuring that product and support teams remain customer-focused by providing deep insights into customer and employee challenges, pain points, and de-lighters.

In this role, you will lead a research program, designing and conducting qualitative and quantitative studies, analyzing data to uncover actionable insights, and driving improvements in the customer and associate experience.

As a member of the TCX Research team, you will partner with Customer experience (CX) professionals representing key business lines, such as Kindle and Prime Video, and EX (Employee experience) professionals dedicated to improving the associate experience within Customer Service.

You will collaborate with product, program, and operations managers to define problem statements and business needs. Through research you will uncover moments of truth in the customer and associate experience and work cross-functionally to drive these insights toward implementation within the business. Your findings will be used to ensure support feature enhancements, roadmap prioritization, and product improvements based on first-hand knowledge of our customers/associates and their needs.

A successful candidate is just as obsessed about customer experience as we are, and has the background in research to prove it. They have outstanding business acumen, a restlessness drive to answer “why?”, and are passionate about using data to drive decision making.

Key job responsibilities

• End-to-end research management including design, execution, analysis, and communication.

• Collaboration with managers across the organization to develop actionable recommendations for new products, features, and strategies to improve products and services.

• Stakeholder relationship management to understand business issues, ensure business questions are properly answered, collaborate on strategic discussions, and influence prioritization and action within their teams.

• Proactively seek improvements in processes and methodologies, incorporating feedback to improve.

• Creation and maintenance of a research backlog, prioritizing research and business needs.

• Managing vendor contracts and outsourced research.

A day in the life

• Meet with researchers and stakeholders to collaborate on project scoping, balancing business delivery needs with quality standards.

• Lead fieldwork using one or more research methods (usability tests, web A/B testing surveys, literature review/synthesis, customer interviews and diary studies, demographic or behavior data analysis, benchmarking etc.)

• Synthesize findings across studies to build actionable insights, authoring and collaborating on research and strategy documents.

• Consult with other researchers to discuss insights and process improvements

• Dive into insights and challenges with stakeholders to influence their strategic roadmap, tailoring your approach to form strong ongoing partnerships.

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

The Technical Care Experience (TCX) team drives D2AS customer obsession. The team uses quantitative and qualitative research methods to learn from customers and employees. Focusing on foundational strategic research, while also maintaining a business research support intake, we advocate on behalf of all current and potential customers and employees in order to reduce EX (employee experience)/CX (customer experience) friction, eliminate defects, and deliver the best technical care experience for D2AS employees and customers.

Basic Qualifications

• 3+ years of program or project management experience

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

• Experience using data and metrics to determine and drive improvements

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

• Bachelor's degree

• 3+ years experience in UX or market research in a corporate or academic staff role

Preferred Qualifications

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

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

• Experience building processes, project management, and schedules

• Master's degree

• Strong verbal and written communication skills with demonstrated experience engaging and influencing senior stakeholders or executives.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco 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 $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.