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Senior Project Manager, Customer Experience

Amazon

London, United Kingdom

DESCRIPTION

Senior Project Manager, Customer Experience – AmazonFresh UK

Amazon Fresh is building the future of grocery shopping for our customers and seeking a talented, driven, and highly analytical Sr. Product Manager to support the optimization of the onsite customer experience. If you love to solve big problems, think big, and innovate on behalf of customers, this may be the right role for you! Our team culture is goal-oriented, collaborative and driven to achieve results. On this team, you’ll get to wear many hats, work fast and smart, and iterate quickly. We are looking for someone who is ready to take ownership and join a tightly-knit team tackling a very interesting and challenging opportunity. The successful candidate will communicate effectively across teams and levels, while balancing the needs and requirements of multiple stakeholders. Flexibility and the ability to prioritize in a changing business environment will be key.

Business Ownership

The Amazon Fresh UK team is seeking an individual with strong product and program management experience in online products or services. You will frequently work directly with multiple stakeholders to understand their needs from both a business and technical perspective. You will support the product strategy and roadmap that will help scale the business, drive operational excellence and increase customer satisfaction. Additionally, you will support program management of a broader cross-functional roadmap aimed at increasing customer satisfaction across onsite experience, delivery experience, and customer service.

Product Innovation

You will be responsible for building proposals to support identifying opportunities for improvement, new onsite features, and collaborating with other product managers across locales, and executive leadership. You will also roll up your sleeves and work directly with engineering teams to support features and services. You will create and track metrics to define the success of initiative and build data-based cases for your decisions. The role will provide significant opportunity to work closely with a wide range of different technologies.

Customer Obsession

Ownership extends from product to customer satisfaction and in this role you will also work to support global improvements that can delight customers and increase Amazon´s overall service offering. You will play a central role in supporting global roadmaps and strategy, from a product and datacenter perspective. You will support the improvement of customer infrastructure and will be relentlessly focused on applying scalable solutions in creative new ways to address customer challenges head-on and provide the best possible experience for end-users. This is a highly visible position that will interact at all levels of the Amazon Fresh business.

Key objectives include:
• Identifying areas of new growth and opportunity for the business
• Deliver a market based approach to Amazon´s value proposition
• Partner with finance and business development teams to support favorable business growth outcomes
• Partner with insight analysts to understand customer needs and set KPI benchmarks
• Develop detailed, crisp business requirements and user stories that can be used to create product specifications and architecture for each product
• Manage prioritization and trade-offs among customer experience, performance and operational support load
• Work closely with global product managers, engineering teams, design, and program management in an agile environment to deliver products to market
• Proactively identify and support the resolution of strategic issues that may impair the team's ability to meet strategic, financial, and technical goals
• Interface and partner with all levels of the Amazon Fresh business

BASIC QUALIFICATIONS

• 5+ Years product & program management experience is required
• 5+ years of experience leading product development for large, cross functional programs
• Experience evaluating designs and technology solutions in a retail or similar environment
• Proven verbal and written communication skills, presenting to senior executives
• Bachelor's degree is required, MBA or advanced degree is preferred

PREFERRED QUALIFICATIONS

• 5+ Years product & program management experience is required
• 5+ years of experience leading product development for large, cross functional programs
• Experience evaluating designs and technology solutions in a retail or similar environment
• Proven verbal and written communication skills, presenting to senior executives
• MBA or advanced degree

• 5+ years of grocery and/or retail experience in an online environment


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