Sr Voice of Customer Manager, Amazon Autos

Amazon

Aug 17, 2024

Applications are closed

Job
Full-time
Senior Level
New York

Requirements

5+ years of program or project management experience
3 + years in customer insights, betas, or market research - designing, executing, analyzing, and drafting actionable recommendations from primary research and other syndicated data
2+ years of leveraging large data sets and metrics to determine and drive improvements
Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Bachelor's degree in business, data science, public administration, finance, engineering, human resources or related field
Proficiency in MS Excel and MS Word
Automotive industry experience
Experience planning, scheduling, implementing projects in a demanding, change-oriented, fast-paced environment
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Experience conducting custom quantitative and qualitative research and with product research methodologies

Responsibilities

Feedback Programs: Execute and track end-to-end feedback analysis programs which result in impactful Seller Experience enhancements. Drive studies across multiple seller cohorts, product lines, manage data collection, analyze data, make recommendations, and present results to senior management.
Selling Partners-Focus: Understand Automotive Dealer & dealer group pain points and use that knowledge to advocate for the use and delivery of VOC data and tools.
Strategic Planning: Create the voice of seller strategy, roadmap, objectives and position within the wider Amazon Autos organization. Define and scope tasks with engineering and product teams to drive innovation (new business intelligence tools, survey automation) that increases the scale and accuracy of the program.
Seller Engagement: Gather insights directly via interviews, roundtables, and by visiting dealerships. Improve understanding of dealer experiences by leading and facilitating onsite observational research visits.
Scale and Measure: Deliver analytic solutions to better aggregate and action insights accross channels. Build scalable mechanims, dashboards, and automation over time. Define and monitor critical seller satisfaction metrics and KPIs.
Stakeholder management: Build strong relationships with stakeholders and establish information sharing mechanisms. Provide Product, Program, and leadership teams critical insights that ground our tools in real seller insights and behaviors.

FAQs

What is the primary focus of the Sr Voice of Customer Manager role?

The primary focus is building and scaling a Voice of Customer program centered on automotive dealerships, understanding their pain points, and enhancing the seller experience on Amazon.

What qualifications are required for this position?

Required qualifications include 5+ years of program or project management experience, 3+ years in customer insights or market research, experience with large data sets, proficiency in Excel or Tableau, and a Bachelor's degree in a relevant field.

Is automotive industry experience preferred for this role?

Yes, automotive industry experience is preferred, as it helps in understanding dealer specific pain points and working effectively with the target audience.

What types of research will the Sr Voice of Customer Manager conduct?

The manager will conduct both qualitative and quantitative research, including interviews, roundtables, and observational studies at dealerships, as well as analyzing survey data.

What tools and skills are essential for this role?

Essential tools and skills include proficiency in Excel and Tableau for data analysis, experience in managing feedback programs, and strong communication abilities for presenting insights to senior leadership.

Will the role require collaboration with other teams?

Yes, the position will involve collaboration with various teams, including Account Managers, Business Development, and technical teams to innovate and improve seller experiences.

What metrics will the Sr Voice of Customer Manager be responsible for monitoring?

The manager will define and monitor critical seller satisfaction metrics and Key Performance Indicators (KPIs) to gauge the effectiveness of the Voice of Customer program.

How does this role contribute to Amazon's Automotive initiatives?

This role contributes by generating insights from dealers to inform product and program roadmaps, ultimately enhancing the customer and dealer experience within Amazon's Automotive ecosystem.

What is the expected salary range for this position?

The base pay for this position ranges from $124,500/year in the lowest geographic market up to $205,800/year in the highest geographic market, depending on various factors including skills and experience.

Is this position eligible for additional forms of compensation beyond the base salary?

Yes, it may include equity, sign-on payments, and other forms of compensation as part of a total compensation package, in addition to benefits.

Amazon

Retail & Consumer Goods

Industry

10,001+

Employees

1994

Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.