Sr. Mgr Voice of the Customer, Private Pricing Product (3PM) Amazon Jobs – US, Virtual

DESCRIPTION

As part of AWS, the Private Pricing Program Management (3PM) team is proud to offer innovative products that meet the needs and wants of our strategic customers. To help us continue to grow and innovate our Private Pricing offerings, we are in search of an experienced Voice of the Customer (VoC) leader to build and lead a multi-disciplinary team. The Sr. Manager, Voice of the Customer (VoC) will be responsible for establishing a well governed Voice of the Customer program, including thinking creatively about listening posts.
You will have a keen eye for gaps in customer understanding and the innovative mindset to fill them. You’re a highly skilled data analyst with a proven ability to synthesize diverse data sets to generate powerful customer insights.
You will build and lead a team to analyze data coming in from listening posts to generate insights that inform customer journeys, personas and actions to improve the Private Pricing Product. The ideal candidate will have experience in a B2B selling model and have knowledge of creating targeted listening strategies for our geographic regions and industry business units (e.g., Telco, Energy, Global Financial Services, Global and Strategic Accounts). You will continue to develop and update the Private Pricing Program to address the evolving needs of our customers.
You lead with the voice of the customer to challenge the status quo and empower Private Pricing teams and AWS leadership to use data as a strategic weapon. The Sr. Manager for VoC will use data to generate insights & discover problems, diving deep into our survey, reports, studies, and social data to tease out actionable insights and trends. You will also help to drive adoption of VoC data, reports and tools across the organization while also driving our strategy around key CX metrics to measure what Private Pricing customers are saying about their interactions with AWS.

Key job responsibilities
• Establish and govern a best practice Voice of the Customer program within Private Pricing
• Build and lead a Voice of the Customer team for 3PM
• Uncover insights and trends from voice of customer data set, reports, focus groups, studies, etc.
• Use natural language processing and analytics tools to uncover key insights and trends
• Prepare presentations and narratives for cross-functional and senior leadership consumption that tell a clear story around these insights and trends
• Build a social listening capability and lead creation of social listening strategies and queries
• Identify gaps in data and collaborate with teammates to fill gaps (e.g., product defect data, win/loss data, customer support data, etc.)
• Thought leader for CX KPIs helping shape how Private Pricing will monitor and measure the health of our customer experience
• Lead conversations to help Private Pricing define how we will monitor and measure CX across the brand
• Lead workstreams to define KPIs and build executive dashboards to report on these metrics and prepare and present CX KPIs to Executive Leadership Team
• Drive democratization and adoption of Voice of the Consumer data across the organization by partnering with regional and functional teammates to build out dashboards and capabilities specific to their use cases
• Proactively find areas within the organization where VoC data can make a difference and work with teammates in those areas to bring the work to life

BASIC QUALIFICATIONS

• Bachelor’s degree in Engineering, Business Administration, Finance, Computer Science, or related field
• 8+ years of experience with Voice of the Customer programs
• Experience with Voice of the Customer and/or Social Listening platforms such as: Qualtrics, Medallia, InMoment, Sprinklr, and/or Infegy
• Experience pulling insights from diverse and complex datasets (making sense of data to surface actionable priorities)
• Experience using digital analytics, customer feedback, user experience research, and other qualitative and quantitative metrics to inform product planning and prioritization
• Experience leading a team (coaching, mentoring, tough conversations)

PREFERRED QUALIFICATIONS

• Evidence of demonstrated success managing multiple projects autonomously, collaborating with technical and non-technical teams, presenting and communicating directly with senior leadership
• Exceptional writing and editing skills combined with strong presentation and public speaking skills
• Demonstrated ability to successfully influence and drive stakeholders to decision without formal authority
• Lean Six Sigma black belt with extensive process improvement experience that can drive business and technology transformation
• Ability to present complex results in a clear, concise and enticing manner that encourages action.
• Experience working in B2B sales organizations

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation, including medical or religious accommodation.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $154,900/year in our lowest geographic market up to $288,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.