Sr. Customer Insights Manager – Technical, Customer Experience & Business Trends

DESCRIPTION

Amazon’s Customer Experience and Business Trends (CXBT) is seeking a Senior Product Manager – Technical to directly influence the direction of Amazon products, specifically in AWS, through the customer experience lens. We seek a technically proficient person to join our CN team working with AWS leadership (both in CN and globally) to deliver innovative and performant products to customers of AI worldwide. You will work with teams in Asia and the US.

This role needs a person who is passionate to understand about the best customer experiences across providers including, but not limited to, Amazon. They stay on top of technical innovation and advances WW, with an eye on identifying opportunities where AWS can positively impact CX the most. This role requires dive deep into current and future customer needs, and deliver actionable insights that drive development of continuously improving AWS products, customer workflows, and features. Primary deliverables are reports with narratives that cover both the qualitative and quantitative aspects, and ultimately push the AWS teams behind products ranging from EC2 to AI/ML to deliver the best customer experience.

The person will excel at influencing stakeholders without formal authority, across a wide range of technical profiles and seniority levels. They write with crystal-clear precision, and their verbal communication is concise and perceptive. As a Senior Product Manager, they tirelessly advocate on behalf of customers and escalate immediately when they believe course correction is needed. Finally, they deliver results without compromising on quality.

Key job responsibilities

• Own study lifecycle from scoping, to execution, to delivery of findings and recommendations to AWS leadership through crisp narratives
• Continuously absorb and share knowledge about the latest product and scientific developments relevant to AWS/ Cloud space
• Contribute to team study roadmap by synthesizing AWS product plans, customer needs, and industry trends
• Design and build proof of concept experiments that best describe the quality of the customer experiences of AWS products and services

About the team

Customer Experience and Business Trends (CXBT) is an organization made up of a diverse suite of functions dedicated to deeply understanding and improving customer experience, globally. We are a team of builders that develop products, services, ideas, and various ways of leveraging data to influence product and service offerings – for almost every business at Amazon – for every customer (e.g., consumers, developers, sellers/brands, employees, investors, streamers, gamers).

BASIC QUALIFICATIONS

• Bachelor’s degree
• Experience owning/driving roadmap strategy and definition
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
• Experience in hands-on coding or testing
• Can articulate technology requirements for a product/ feature and identify risks in technology design choices.

PREFERRED QUALIFICATIONS

• 5+ years of product or technical program management, business development for tech products, technical consulting, or technology experience
• Graduate Degree in computer science, engineering, mathematics, or related technical field
• MBA or Master’s Degree in business
• Excellence in technical communication across all seniority levels
• Experience using cloud offerings
• Experience with AWS services
• Experience in hands-on coding or testing experience

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