Program Manager Customer Experience and Business Trends
Program Manager Customer Experience and Business Trends
Posted on :
13-04-2025
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1 Vacancy
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Job Description
Are you Customer obsessed eager to create opportunities and influence business decisions to improve the customer experience across our different Amazon businesses Customer Experience and Business trends (CXBT) is looking for a Customer Journey Insights (CJI) Program Manager to join our Global Capability team based in Bangalore.
As a CJI Program Manager you will contribute to multiple endtoend market research projects (both quantitative and qualitative) globally each year across a variety of business and stakeholder groups. You will be responsible for maintaining rigorous quality control implementing process optimizations and upskilling the team on advanced survey analytics statistical analyses and data visualization techniques. In addition to delivering projects you will influence our service roadmap for India and will continuously innovate and build new processes and research methodologies in an effort to better serve the Amazon business teams and our customers worldwide.
Key job responsibilities
Planning and :
Plan and forecast for different projects as per the roadmap
Own resource allocation and manage E2E operations/ of the project
Prioritize and manage adhoc requests as per Operational/business goals
Quality Assurance and Oversight:
Implement rigorous quality control mechanisms for all project deliverables including survey programming data cleaning and data tables creation
Review and validate team members outputs before they are submitted to stakeholders ensuring a consistently high standard of work
Enhance teams technical capabilities:
Introduce newer tools and technologies to improve the efficiency and capabilities of the team
Implement process improvements and automation to enhance the scalability of the support service
Mentor and coach the team members to enhance their technical skills and problemsolving capabilities
Service Expansion and Innovation:
Identify opportunities to expand the scope of current teams support beyond existing tasks E.g. Advanced Survey Analytics data visualization dashboard creation etc
Stakeholder Management:
Serve as the primary point of contact for business teams and proactively manage stakeholder expectations and address any concerns or issues
Regularly gather feedback to continuously enhance the CJI support offering
Team Leadership and Development:
Manage and mentor the team providing coaching and training to develop their skills e.g. advanced survey programming statistical analysis data visualization techniques
Optimize team capacity and bandwidth to ensure timely delivery of projects while not overloading associates
About the team
Customer Experience & Business Trends (CXBT) is an organization made up of a diverse suit of functions dedicated to deeply understand and improving Customer Experience globally. We are a team of builders that develop products services ideas and various ways of leveraging data to influence products and service offerings for almost every business at Amazon for every customer (e.g. consumers developers sellers/brands employees investors streamers gamers).
Our approach is based on determining the customer need along with problem solving and we work backwards from there. We use technical & nontechnical approaches and stay aware of industry & business trends. We are a global team made up of a diverse set of profiles skills & backgrounds including Product Managers Software Developers Computer Vision Experts Solution Architects Data Scientists Business Intelligence Engineers Business Analytics Risk Managers & more.
5 years of program or project management experience
5 years of working cross functionally with tech and nontech teams experience
Bachelors degree in Marketing Statistics Economics computer science or a related field
5 years of experience working in the survey scripting and data processing teams of vendors such as Qualtrics Dynata Kantar
Proficiency in programming languages like JavaScript SQL and Python
Survey programming and Data processing Expertise including complex logics and cross tabulation tools (Eg: Q software QuestionPro Qualtrics etc
Strong Analytical skills has ability to start from ambiguous problem statements identify and access relevant data make appropriate assumptions perform insightful analysis and draw conclusion relevant to the business problem
Communication skills Demonstrated ability to communicate complex technical problems in simple plain stories. Ability to present information professionally & concisely with supporting data
Ability to work in a fastpaced business environment and demonstrated track record of project delivery for large crossfunctional projects with evolving requirements
Masters degree in Business Marketing Statistics Computer Science Data Science Mathematics or related field
Knowledge of how to improve code quality and optimizes BI processes (e.g. speed cost reliability)
Experience using very large datasets
3 years of People management experience
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
As a CJI Program Manager you will contribute to multiple endtoend market research projects (both quantitative and qualitative) globally each year across a variety of business and stakeholder groups. You will be responsible for maintaining rigorous quality control implementing process optimizations and upskilling the team on advanced survey analytics statistical analyses and data visualization techniques. In addition to delivering projects you will influence our service roadmap for India and will continuously innovate and build new processes and research methodologies in an effort to better serve the Amazon business teams and our customers worldwide.
Key job responsibilities
Planning and :
Plan and forecast for different projects as per the roadmap
Own resource allocation and manage E2E operations/ of the project
Prioritize and manage adhoc requests as per Operational/business goals
Quality Assurance and Oversight:
Implement rigorous quality control mechanisms for all project deliverables including survey programming data cleaning and data tables creation
Review and validate team members outputs before they are submitted to stakeholders ensuring a consistently high standard of work
Enhance teams technical capabilities:
Introduce newer tools and technologies to improve the efficiency and capabilities of the team
Implement process improvements and automation to enhance the scalability of the support service
Mentor and coach the team members to enhance their technical skills and problemsolving capabilities
Service Expansion and Innovation:
Identify opportunities to expand the scope of current teams support beyond existing tasks E.g. Advanced Survey Analytics data visualization dashboard creation etc
Stakeholder Management:
Serve as the primary point of contact for business teams and proactively manage stakeholder expectations and address any concerns or issues
Regularly gather feedback to continuously enhance the CJI support offering
Team Leadership and Development:
Manage and mentor the team providing coaching and training to develop their skills e.g. advanced survey programming statistical analysis data visualization techniques
Optimize team capacity and bandwidth to ensure timely delivery of projects while not overloading associates
About the team
Customer Experience & Business Trends (CXBT) is an organization made up of a diverse suit of functions dedicated to deeply understand and improving Customer Experience globally. We are a team of builders that develop products services ideas and various ways of leveraging data to influence products and service offerings for almost every business at Amazon for every customer (e.g. consumers developers sellers/brands employees investors streamers gamers).
Our approach is based on determining the customer need along with problem solving and we work backwards from there. We use technical & nontechnical approaches and stay aware of industry & business trends. We are a global team made up of a diverse set of profiles skills & backgrounds including Product Managers Software Developers Computer Vision Experts Solution Architects Data Scientists Business Intelligence Engineers Business Analytics Risk Managers & more.
5 years of program or project management experience
5 years of working cross functionally with tech and nontech teams experience
Bachelors degree in Marketing Statistics Economics computer science or a related field
5 years of experience working in the survey scripting and data processing teams of vendors such as Qualtrics Dynata Kantar
Proficiency in programming languages like JavaScript SQL and Python
Survey programming and Data processing Expertise including complex logics and cross tabulation tools (Eg: Q software QuestionPro Qualtrics etc
Strong Analytical skills has ability to start from ambiguous problem statements identify and access relevant data make appropriate assumptions perform insightful analysis and draw conclusion relevant to the business problem
Communication skills Demonstrated ability to communicate complex technical problems in simple plain stories. Ability to present information professionally & concisely with supporting data
Ability to work in a fastpaced business environment and demonstrated track record of project delivery for large crossfunctional projects with evolving requirements
Masters degree in Business Marketing Statistics Computer Science Data Science Mathematics or related field
Knowledge of how to improve code quality and optimizes BI processes (e.g. speed cost reliability)
Experience using very large datasets
3 years of People management experience
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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