Amazon strives to be the world’s most customer centric company. To continue to delight and exceed our customer's expectations, at Amazon, we take the quality of the data that drives CX very seriously. That's where you can help.
Our vision is to “enable our Customers shop the right compatible products, every single time”. We delight customers when we understand their compatibility needs and return an experience that turns their moment of hesitation to an informed, high confidence buying decision. As a PM for compatibility, you will work with cross functional internal and external teams to solve the customer problem globally.
You will get opportunity to improve compatibility display across Amazon catalog worldwide by driving compatibility data generation and its solution optimization, build compatibility customer insights and needs, and expanding compatibility program globally. Your success will improve customer experience, while simultaneously getting exposure to innovative/scalable solutions and front-edge LLM applications. You will coordinate with multiple stakeholders (product, program, tech, category, operation etc.) to improve customer experience and efficiency, leveraging tech products and operation workforce. You will partner with stakeholders across different organizations to identify compatibility experience gaps, surface findings, and influence the changes needed to fix them long-term.
Key job responsibilities
Key job responsibilities
• Ownership of compatibility data service product domain (attributes, logic, product type, catalog) identify attributes, and work out data requirement
• Responsible for end-to-end compatibility data generation and quality
• Build and optimize processes. Accumulate learnings, develop and drive solutions.
• Identify, assess, track and mitigate issues and customer risks at multiple levels
• Build relationships with stakeholders to influence product improvements that ensure the best customer experience
• Communicate to senior leaders and stakeholder, including write-ups on the learnings, status of the program, escalations
Candidates should have experience working with tech and product managers / teams and be familiar with their scoping / prioritization process. ownership and insist on highest standards are critical, as working and owning a data program and deliver data as a service and product is a key aspect of this role. A candidate who enjoys problem solving at all aspects, someone with mentality to drive solution. Candidates should demonstrate customer and shopper focus and discipline on setting, communicating and achieving dates upwards and laterally.
A day in the life
The successful candidate will have good project management skill with the ability to conduct in-depth analyses, think big and identify game-changing opportunities. They will be expected to deliver solutions and programs that are technology based, highly scalable, secure, and flexible - all while maintaining customer and business partner focus. They will work with internal and external stakeholders to identify, define, and specify solutions meeting our customers’ needs. They drive process standardization, automation and business metrics. Would engage with the business and support/service teams and build customer confidence through quality delivery, robust processes and sound reporting metrics.
About the team
Amazon Customer Experience (CX) team within the Retail Business Services (RBS) group identify catalog issues impacting CX at scale, and set up mechanisms to fix them. Our solutions ensure information in Amazon's catalogs is both complete and comprehensive enough to give our customers a great shopping experience every time.
- 3+ years of program or project management experience
- 3+ years of working cross functionally with tech and non-tech teams experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience defining program requirements and using data and metrics to determine improvements- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules
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