We are seeking an experienced Sr. Product & Customer Insights Managers to join our Customer Experience and Business Trends (CXBT) organization. In this role, you will lead research studies that generate strategic insights to drive changes in the dynamic transportation industry, help Amazon innovate in the fulfillment space, assess the impact of new technology advancements, and continue to improve speed of delivery for our customers. As part of a globally distributed team, you will deliver comprehensive insights that influence product roadmaps, customer experience improvements, and business strategy. You'll stay at the forefront of rapidly evolving industry trends while continuously innovating research methodologies while leveraging the latest tools.

The role will be a good fit if you:
- Are a self-starter and works well with ambiguity.
- Are passionate about turning research insights into actionable recommendations for the business stakeholders to improve customer experience
- Are an expert in coordination and managing competing priorities from different stakeholders and influencing them without authority
- Are strategic in thinking but also hands-on in conducting customer experience research
- Are an excellent communicator with peers and leadership
- Have experience working with teams spread globally
- Have experience and knowledge for the transportation industry

Key job responsibilities
• Design and execute end-to-end research studies independently, employing both qualitative and quantitative methodologies to generate actionable insights. Builds out study scope, infrastructure and custom methodology with minimal oversight.
• Lead reviews with senior and executive leadership, presenting complex findings with clarity and influencing/challenging based on insights
• Build strong relations with stakeholders to understand their challenges and priorities, define research roadmap, and drive actions through insight delivery
• Drive continuous improvement within research methodologies and study execution
• Mentor, develop, and potentially manage more junior colleagues

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).

Our approach is based on determining the customer needs, along with problem solving, and we work backwards from there. We use technical and non-technical approaches and stay aware of industry and business trends. We are a global team, made up of a diverse set of profiles, skills, and backgrounds - including: Product Managers, Software Developers, Computer Vision experts, Solution Architects, Data Scientists, Business Intelligence Engineers, Business Analysts, Risk Managers, and more.

Basic Qualifications

- 5+ years of product or program management, product marketing, business development or technology experience
- Master's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience in delivering end-to-end customer research studies, including study design, fieldwork (qualitative research moderation and survey execution), analysis, recommendations, reporting and presentation of results to senior leadership
- Experience in using statistical analysis to identify issues or opportunities for improvement
- Knowledge of key customer experience metrics and methodology (e.g., NPS)
- Experience as a product manager or owner
- Demonstrated ability to proactively deliver complex research studies independently in ambiguous environments

Preferred Qualifications

- Experience in influencing senior leadership through data driven insights
- Experience working across functional teams and senior stakeholders
- Experience in transportation operations and industry knowledge
- Experience leveraging AI tools for research design, data analysis, or insight generation

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.