At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history. Amazon is seeking to hire a Sr. Program Manager to join the Amazon Selling Partners Voice of Customer program team. This position will be instrumental in supporting our operation partners to drive operational excellence across the network but also support internal teams.

Voice of Customer (VOC) technology is used to provide deeper insight into the support experience, associate performance, and operational efficiency. As the Sr. Program Manager, VOC, you will leverage this technology to develop the strategy that supports Operational teams with mechanisms that identify points of interest in selling partners contacts, and then proactively takes actions that result in a tangible improvement for Selling Partners who sell on Amazon. You will create and own, create and execute the strategy of the Voice of Customer program for Selling Partners.

This role is a part of Selling Partner Insights and Analytics team which is on the mission to build listening mechanisms to gather frictionless SP feedback, generate insights at scale, and enable teams to prioritize and measure improvement opportunities.

Key job responsibilities
The successful candidate will have strong business acumen and possess excellent statistical and analytical abilities. They will focus on creating actionable insights and research to provide recommendations to the leadership team and build scalable solutions to meet business needs. They will have passion for data and analytics, be an independent innovator comfortable with ambiguity.

The ideal candidate for this role will should be:
• Create Voice of Customer language content for requested insights.
• Design and implement reporting solutions enabling stakeholders to manage the business and make effective decisions.
• Monitoring existing metrics, developing and proposing new metrics, and working across the SPS organization to make actionable intelligence available to business stakeholders.
• Developing requirements and specifications with business and development teams.
• Analyzing, diagnosing, and recommending required changes to improve the support experience for Amazon Selling Partners.
• Work with management teams across all functional areas within the SPS network to create automated and/or ad-hoc reporting.
• Validate the data quality of a variety of data sources and ensure they will support the analysis requirements.
• Utilize SQL and SAS to manipulate the data into the necessary structure. This includes outlier analysis, data linking, missing variable treatment, and data exploration
• Analyze free text data sets for critical insights, patterns, and trends in order to develop and communicate ROI opportunities to the management team.
• Work with cross functional groups to combine VOC with other data sources and complete a full root-cause-analysis

About the team
The SPIA team performs analyses, creates visualizations and develops automated reporting solutions that inform decisions and inspire change. The team transforms requirements into insights and deliver reporting that enable our business partners to improve the seller partner experience. This team supports all programs where the data/analysis is needed for the Seller Experience Programs team and analysis requests from stakeholders engaging in research from the broader SP Support team. Ownership, maintenance and expansion of the Seller Experience dashboards reside within the team.

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

Seattle, WA, USA