Program Manager
4 months ago
We are looking for a Program Manager (m/f/d) who is fluent in Hindi. 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. We're looking for someone who is comfortable working with data and technology products in order to make decisions and suggest improvements to the CX, and thrives in a fast-paced and dynamic environment.
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: You are 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.
We are open to hiring candidates to work out of one of the following locations:
Mumbai, MH, IND
BASIC QUALIFICATIONS
- 2+ years of program or project management experience
- Fluent in Hindi
PREFERRED QUALIFICATIONS
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
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