DescriptionOur team is building new Automotive discovery and shopping products that connect customers with their new vehicle of choice! We’re developing new customer experiences and seller tools to support the entire vehicle discovery journey.We are seeking a Sr Voice of Customer Manager to be responsible for building and scaling a Voice of Customer program focused on our selling partners, automotive dealerships. This role will be responsible for driving understanding of dealership pain points and innovation that enables dealers to easily sell on amazon, and to deliver the best customer experience possible. The right candidate will be ready to balance strategy and execution for broad projects, have strong customer experience knowledge, and have a background working with and influencing technical teams.This role requires attention to detail, comfort in ambiguous situations, the ability to influence product and program roadmaps, and a strong capability to communicate effectively and understand the different needs of customers in a cross functional, fast-paced environment. This role is a unique blend of customer advocacy and detailed insight analysis and requires a leader with a DNA-level love of data, who exudes passion for improving the seller experience, who can analyze quantitative and qualitative feedback to identify improvements to our experience on behalf of our sellers.Key job responsibilities
Feedback Programs: Execute and track end-to-end feedback analysis programs which result in impactful Seller Experience enhancements. Drive studies across multiple seller cohorts, product lines, manage data collection, analyze data, make recommendations, and present results to senior management.
Selling Partners-Focus: Understand Automotive Dealer & dealer group pain points and use that knowledge to advocate for the use and delivery of VOC data and tools.
Strategic Planning: Create the voice of seller strategy, roadmap, objectives and position within the wider Amazon Autos organization. Define and scope tasks with engineering and product teams to drive innovation (new business intelligence tools, survey automation) that increases the scale and accuracy of the program.
Seller Engagement: Gather insights directly via interviews, roundtables, and by visiting dealerships. Improve understanding of dealer experiences by leading and facilitating onsite observational research visits.
Scale and Measure: Deliver analytic solutions to better aggregate and action insights accross channels. Build scalable mechanims, dashboards, and automation over time. Define and monitor critical seller satisfaction metrics and KPIs.
Stakeholder management: Build strong relationships with stakeholders and establish information sharing mechanisms. Provide Product, Program, and leadership teams critical insights that ground our tools in real seller insights and behaviors.
A day in the lifeThis role will generate insights and experiment with innovative ideas to optimize the support we provide our sellers. In a given day they may have an individual dealer interview to dive deep on a specific issue, present a broad findings report to leadership, and then meet with our customer focused insights lead to consider ways we can better collaborate and innovate. They will partner with dealer facing teams such as Account Managers and Business Development to discuss and action common anecdotes, while also leveraging tech resources to automate as we scale.About the teamWe are a newly formed team with a vision to create innovative discovery and shopping experiences on Amazon, providing customers better convenience and more selection. We’re collaborating with other experienced teams at Amazon to define the future of how customers research and shop for products in the complex automotive space. This role is part of the Vehicle Sales team.Basic Qualifications
5+ years of program or project management experience
3 + years in customer insights, betas, or market research - designing, executing, analyzing, and drafting actionable recommendations from primary research and other syndicated data
2+ years of leveraging large data sets and metrics to determine and drive improvements
Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Bachelor's degree in business, data science, public administration, finance, engineering, human resources or related field
Proficiency in MS Excel and MS Word
Preferred Qualifications
Automotive industry experience
Experience planning, scheduling, implementing projects in a demanding, change-oriented, fast-paced environment
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Experience conducting custom quantitative and qualitative research and with product research methodologies
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 $124,500/year in our lowest geographic market up to $205,800/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.