Program Manager

Job Description

Job summary

We are looking for a Program Manager to join our team in London. You will be part of our International Product Team that owns the customer experience in our vast number of Amazon Music supported countries around the world. You will help us improve the day-to-day experience of our customers and define language-specific requirements for new Amazon Music features that make it easier for customers to fall in love with music. Your focus will be to analyze and fix current customer issues, identify CX gaps by conducting walk-the-store and workshops, provide product support to and create customized reports for internal and external stakeholders, and support our global Product and QA teams to test the local experience of brand-new features.

Key job responsibilities
• Customer Insights: You live and breathe customer insights, and are curious to explore the differences in how customers consume music. You derive insights from customer feedback, usage data, and external research, and provide input to our product managers through ad-hoc analyses or weekly/monthly CX reporting
• Issue Management: You manage numerous ad hoc requests concurrently, and prioritize and resolve internal and external customer experience gaps. You simplify complex issues, provide customized reporting with the ability to understand and analyze data, and effectively communicate to product managers, internal and external stakeholders
• Feature Launch Support: You are the local voice of the customer for new Amazon Music experiences. You work closely with global QA to understand and verify the local CX. You communicate findings in a precise and solution-oriented manner and are able to walk the fine line between speed and customer obsession
• Editorial support: You work with editorial, content programming and label relations to enable a great product CX for our artist and marketing campaigns. You consult on the desired experience, and define and execute creative solutions to delight our customers
• Benchmarking: Act as the subject matter expert for the local music streaming CX. You benchmark our product against other internal and external providers, and use your findings to make recommendations to our product managers
• Stakeholder Management: You work with a broad set of key stakeholders including local and global product managers, customer service, quality assurance engineers, marketing, content programming and artist/label relations
• Process Management: You partner closely with other Program Managers and team members on protocol/process development for existing and future mechanisms. You continuously evaluate data collection tools and processes and offer solutions to ensure they are efficient, high quality and scalable

About the team
Our team is focused on building a personalized, curated, and seamless music experience. We want to help our customers listen to their favorite artists and discover new music across our various clients, ranging from desktop to mobile apps, and most recently Alexa. Amazon Music is available in countries around the world, and our applications support our mission of delivering music to customers in new and exciting ways that enhance their day-to-day lives.

BASIC QUALIFICATIONS
• Experience working in the music industry
• Experience in product or program management, process improvement, product marketing, user experience or customer insights
• Experience with data analytics and tools (such as Excel, SQL, Tableau)

PREFERRED QUALIFICATIONS
• Demonstrated ability to coordinate projects across functional teams
• Ability to adapt to and work in a globally distributed team environment
• Experience in working on digital consumer products or subscription services
• Experience/interest in user experience and research
• Interest in music

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).

Jobcode: Reference SBJ-rzjwk1-18-220-44-17-42 in your application.