Focus and deliverables
Identify and prioritize the most immediate improvement opportunities across customer experience.
Benchmark competitive experiences across the customer value chain, and define and implement a roadmap of improvements that ensure Amazon leadership for each of these.
Create and implement a roadmap that ensures leadership in customer experience in each business category.
Help launch new categories and ensure that they meet/exceed high Amazon customer experience bar.
Define, measure and drive adoption of customer experience metrics across vendor and seller base.
Ideal candidate profile
The Customer Experience PM is a passionate customer advocate within Amazon and has a deep understanding of the importance of the customer experience for our site. To that end, he or she must be able to develop a clear strategy and business rationale for enhancement to and expansion of different features and functionalities. He or she will work with many different parts of the Amazon organization, and as such, will need to be an effective influencer as well as a passionate leader. An ideal candidate profile may include similar experiences in a leading on or off-line retailer, or consumer Products Company. This leader will be known for thinking very big and be simultaneously able to dive deep into details. The candidate may have experience working in a multinational corporation and proven success at leveraging central resource groups on behalf of the business. This person will have a track record as an people influencer.
Must-have Experience/criteria For Role
Proven track record of customer obsession.
Demonstrated ability to think both strategically and tactically.
Ability to prioritize in an ambiguous environment.
4+ years of marketing/product management/consulting.
Demonstrated ability to formulate data-driven decisions that lead to results.
Demonstrated ability to conceptualize, manage, and prioritize multiple projects.
Exceptional interpersonal, communication (spoken and written) and influencing skills and an ability to navigate a complex and unstructured cross-functional environment.
5+ years of e-commerce, marketing, product/program management, consulting or related experience.
An MBA or Masters in Marketing or Strategy.