标题: PM - Customer Experience [打印本页] 作者: Amazon900313 时间: 2014-9-30 18:59 标题: PM - Customer Experience 1. Job Description
Every Amazon employee is focused on improving the customer experience for our millions of customers. The Support Service Team within Customer Service uses customer activity data, feedback and metrics to identify customer pain points, then advocates for and drives change throughout the organization to reduce defects and improve customer experience. The Customer Experience Product Manager will drive improvements by focusing on improving our CPU (contacts per unit) metric.
As part of the Support Service team, you’ll be responsible for reducing customer defects primarily by thoroughly understanding the types of customer contacts to Customer Service and determining root cause drivers. You’ll then define and communicate a roadmap of opportunities and initiatives to address these root causes. You’ll be expected to act quickly, to take ownership of the solution, and to dive deep to get the improvement in place. Presenting the results to senior leadership and considering how to extend the knowledge you’ve gained to other teams will be required.
The ideal candidate is highly analytical, curious, able to identify and tell a story with data, and a self-starter who is a fast learner. You will be obsessed with creating and delivering projects that truly impact the customers’ shopping and delivery experience. You should have experience in creating business requirements and driving improvements. You must have a proven ability to multi-task, prioritize, and thrive in an ambiguous and fast-paced environment.
2. Basic Qualifications
• 5+ years in product management, program management or process improvement.
•Advanced skills with Excel.
• Experience developing business cases and successfully presenting to leadership.
• Bachelor’s degree in a technical, business, or analytical field (mathematics, CS, engineering or related field).
.Strong communication and presentation skills;
.Good speaking and writing english skills.
3. Preferred Qualifications
• Demonstrated ability to manage multiple projects and coordinate across functional teams
• Demonstrated ability to translate customer needs into business and product requirements. Ability to use hard data and metrics to back up assumptions.
• Experience with extracting and analyzing large data sets that cross multiple dimensions.
• Proven ability to handle multiple competing priorities, and ability to adapt in a flexible and fast-paced environment.
• Excellent communication skills to share findings in an understandable and actionable manner
• SQL skills desired.
• MBA desired