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Sr. Program Manager, Alexa Customer Experience


London, United Kingdom


Amazon is seeking a Sr. Program Manager, Alexa Customer Experience Strategy, based in London. You will join an expanding team which measures Amazon’s digital product customer experience and will present recommendations to senior leaders in order to drive changes and solve identified issues.
Key Job Responsibilities
You will drive programs across multiple Alexa and Echo features partnering with senior business leaders in developing programs and conducting hands-on research. You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. The right candidate will be excited about the opportunity to be our Customers’ advocate and influence their experience on Amazon!
Responsibilities include:
· Manage Ambiguity: Understand complex business problems across business units, geographies and product lines to create hypotheses and translate this into analysis requirements and identify meaningful insights that help Amazon improve our customer experience
· Program Management: Lead large and complex programs, including: scope alignment with business leaders, design, data collection and analysis, recommendations and presenting results to senior management worldwide
· Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, define our roadmap and to collaborate and work with them on programs and actions to improve our customers’ experience
The right candidate will:
· Have a passion for continuously improving customer experience
· Have experience influencing and earning the trust of senior stakeholders and moving business teams to take action
· Have significant creativity and excellent business judgment
· Have a strong sense of urgency and commitment
· Be self-starter and an independent thinker
· Be a problem solver who always thinks about what to do next
· Have excellent analytical capability
· Possess flexibility and have a track record of delivering results in a fast-paced and highly ambiguous work environment


· At least 7 years of experience or master’s degree and 5 years of experience or an equivalent combination of education and experience
· Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen
· Strong communicator with experience in facilitation across all levels; skilled at addressing both large and small audiences across multiple leadership levels and functions
· Excellent English writing skills; able to produce and finalize complex documents


· Experience in areas such as management consulting, internet, technology, retail, consumer goods or market research firms
· Experience with UX/UI Design
· Experience and knowledge of customer experience metrics, methodologies and customer survey research design
· Diverse work experience/background
· Advanced degree (e.g., MBA).


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