Job Description
DESCRIPTION
The Shopping Delivery Experience (SDX) team is responsible for creating a compelling, intuitive and trust worthy delivery CX for Prime and non-Prime customers. The significance of Delivery Experience (DEX) cannot be overstated—it's a linchpin for customer experience on our retail site. We are looking for a highly creative, customer obsessed, Sr. Product Manager to lead the delivery experience strategy of non-prime customers.
This position is responsible for the delivery experience and life-cycle management of new to Amazon (NTA), and non-Prime customers (NPA) by creating a compelling delivery CX, while enabling them to understand the benefits of the Prime membership and moving them along the Prime funnel. You will lead the vision on the ideal experience for NTAs, create a segmentation framework for NPAs, and develop an adaptive CX that de-aggregates and personalizes the CX for NPAs.
You will work with tech, along with UX, finance, and legal partners to refine and execute your strategy. Since this is a WW role, the role will also work closely with country and regional operating teams to address growth opportunities and challenges worldwide.
The ideal candidate for this high-profile position has high customer obsession, strong influencing and engagement skills, the ability to dive deep and quickly get up to speed on a diverse set of business challenges, and a successful track record of setting the vision for and driving large, cross-functional initiatives to completion. You must be able to lead by influence and effectively collaborate with product, design, and tech teams and executive stakeholders. You are an excellent written and verbal communicator and can effectively communicate ideas and information and drive decision-making for audiences up to and including VPs. You thrive in a fast-paced and dynamic work setting, are comfortable with ambiguity, and can effectively manage multiple projects and priorities concurrently while making data- and customer-driven decisions.
Key job responsibilities
1) Develop an end to end, multi-year strategy for NPA delivery experience and personalized Prime upselling.
2) Develop product and solution requirements, and work closely with engineering to launch new NPA features and Prime personalized acquisition experiences, as well as expand existing features to new locales.
3) Collaborate with the WW product teams to prioritize and launch new capabilities
4) Work with customer research and benchmarking teams to identify customer insights and market trends closely to anticipate challenges and opportunities
5) Monitor and report on key performance indicators weekly in weekly business reviews (WBRs)
BASIC QUALIFICATIONS
- 5+ years of product or program management, product marketing, business development or technology experience
- Bachelor's degree or equivalent
- Experience owning/driving roadmap strategy and definition
- Experience with end to end product delivery
- Experience with feature delivery and tradeoffs of a product
- Experience as a product manager or owner
- Experience owning technology products
Job Tags
Full time, Worldwide,