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Senior Product Manager, Customer Insights - Accessibility

Amazon.com Services LLC

Arlington Area, VA,US

Bachelor's Degree
5+ years of experience in product or program management, product marketing, business development, customer research, or technology
Experience in consulting or customer research
Experience in an Accessibility-focused role (product, program, research)
Experience overseeing roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
Experience with end-to-end product delivery

Job summary
Are you eager to influence business decisions to improve the customer experience for people with disabilities across Amazon's products and services? Amazon is looking for an experienced, talented, and highly motivated individual to join our newly launched Accessibility Experience Strategy team.

As a Senior Product and Customer Insights Manager, you will own and contribute to studies that measure Amazon's end-to-end experience impacting People with Disabilities (PwD). You will drive studies across multiple product lines, geographies, and departments (e.g. Retail, Marketplace, and Digital), partnering with senior business leaders in developing studies, influencing change, and following up on actionable findings.

You will help Amazon continually raise the bar and help achieve our vision: to be Earth's Most Customer-Centric Company. If this role is right for you, you will be excited about the opportunity to be our PwD customers' advocate and influence their experience on Amazon!

The right candidate will:

Have a passion for continuously improving the PwD 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 a self-starter and an independent thinker who follow-ups on responsibilities in a timely manner while also being a strong team player
Be a problem solver who always thinks about what to do next
Possess flexibility and have a track record of delivering results in a fast-paced, highly ambiguous work environment

Key job responsibilities

Manage ambiguity: understand needs across business units, geographies, and product lines; identify insights and create analysis requirements to help Amazon improve our experience for customers with disabilities.
Study Management: lead large and complex studies, including scoping with business leaders, study design, data collection, data analysis, recommendations, and presenting results to senior management.
Stakeholder Management: build strong relationships with stakeholders to understand priorities, define the roadmap, and collaborate on studies and actions to improve our customers' experience.
Innovation: Identify, track, and monitor industry/experience trends and drivers of customer satisfaction. Develop new tools, methodologies, and/or standards for measuring customer experience.
Teamwork: Work cross-functionally with colleagues to identify areas for collaboration and share knowledge and insights.

A day in the life
As a Sr. Product & Customer Insights Manager, you will own studies that evaluate the customer experience for people with disabilities. On any given day, this may include partnering with stakeholder teams to define the customer experiences to evaluate; determining the most effective methodologies to evaluate the customer experience, often in collaboration with other teams; conducting research; crafting a detailed and compelling narrative that identifies the top opportunities to improve the customer experience; and leading meetings with stakeholders and senior leaders about your work.

About the team
Our team's goal is to relentlessly identify opportunities to improve the customer experience. Our work influences business teams across Amazon to take specific actions make their products and services better for customers.

Advanced knowledge of accessibility standards, such as WCAG, ARIA, Section 508, etc.
Robust quantitative and qualitative analytical skills
Strong communication skills, including experience discussing and reviewing results with senior management and writing complex documents
Advanced degree (e.g., MBA) preferred

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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