Description

Amazon's CS Consumer Tech and Product (CTAP) is looking for an experienced Program Manager who can work independently in a fast paced and ambiguous environment. The Customer Experience 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.

Key job responsibilities

1. Data Analysis and Insight Generation: Engage in advanced data analysis to uncover trends and correlations. Utilize statistical methods and tools to drive insightful recommendations for business strategies and process improvements.

2. Reporting and Dashboard Development: Develop automated reports and interactive dashboards using BI tools like Tableau, QuickSight, PowerBI. Focus on creating user-friendly and efficient data visualizations to support business decisions.

3. Stakeholder Collaboration and Communication: Work closely with stakeholders across various departments including program, product, legal, and tech teams. Communicate complex data insights effectively and implement optimal communication mechanisms based on stakeholder needs.

4. Data Mining and Query Optimization: Perform data mining from a variety of sources. Write efficient queries with minimal post-processing needs, handling large datasets, and ensuring data fidelity through triangulation techniques.

5. Process Improvement and Automation: Continuously improve and scale data processes. Lead initiatives for full-scale automation in collaboration with data engineering teams, enhancing data accuracy and operational efficiency.

About the team

CS Consumer Tech and Product (CTAP)

If you’re passionate about creating meaningful customer facing experiences and making real business impact, CTAP is just the team for you! We’re a diverse team of builders, co-located across Bangalore, Hyderabad & Luxembourg. Our innovations have received Amazon-wide recognition, with awards like Door-Desk and the Empty Chair award.

Our charter is to own and enhance the post-order CX across Consumer marketplaces. We work on a range of products such as SmartRouting, Voice and Chat-Bot, Self-Service Solution Cards, Notifications on Email/SMS/Push, Your-Orders, Progress-Tracker, and AC3.

We are open to hiring candidates to work out of one of the following locations:

Bengaluru, KA, IND

Basic Qualifications

• 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience

• 3+ years of business or financial analysis experience

• Bachelor's degree or equivalent

• Experience defining requirements and using data and metrics to draw business insights

• Experience making business recommendations and influencing stakeholders

• Experience in SQL to build complex queries using good syntaxes practices, conditional filters, multiple joins, subqueries and indexes.

Preferred Qualifications

• Experience in Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau

• Bachelor's degree in finance, accounting, business, economics, engineering , analytics, mathematics, statistics or a related technical or quantitative field