Description

　　The Amazon Key team is pioneering secure delivery experiences for homes and businesses using the latest home security technologies. We are seeking an exceptional Senior Trust Manager to build on our Voice of the Customer program and spearhead product and process improvements in this mission.

　　As the Senior Trust Program Manager for Amazon Key, you will design and build mechanisms that close the loop between our customers’ needs and our product capabilities. You will own synthesizing customer and stakeholder feedback into actionable insights for how Amazon Key can improve our products and services. You will stand-up a new mechanism to review with leadership the trends you identify in the customer experience, and you will drive consensus around corrective actions such as UX changes and the prioritization of new programs and features. You should be eager to dive into sorting out data gathering, data quality, process issues, and product limitations. This role is a great fit for an analytics-driven leader who has experience identifying complicated business problems and driving solutions.

　　The person in this role needs to have strong analytic and communication skills, as they will work across multiple products and functions with significant leadership visibility and impact on Amazon Key’s highest-level goals. The successful candidate will be a self-starter, comfortable with ambiguity, with strong attention to detail and ability to work in a fast-paced landscape.

　　Key job responsibilities

　　Develop and own overall Voice of Customer program strategy

　　Work with product teams, customer service, and business intelligence to deliver new customer feedback metrics, and use those metrics to deep-dive issues and uncover trends and patterns

　　Design and own monthly voice of customer reporting across Amazon Key's entire product and services portfolio

　　Develop, implement, and govern KPIs for Voice of Customer programs, driving visibility on milestones and ruthlessly measuring success

　　About the team

　　The Amazon Key team sits within the Amazon Devices organization alongside Ring and other Home Security teams. Key is a uniquely cross-functional team within Amazon, and often serves as the connective tissue between Smart Home/Devices, Logistics, Operations, and Retail/Shopping. We are the bridge between device management and physical services, and our team indexes highly on ownership and collaboration. We have lots of stakeholders, and we have relentlessly high standards for our high-visibility programs.

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

　　Virtual Location - TN

　　Basic Qualifications

　　5+ years of program or project management experience

　　Experience using data and metrics to determine and drive improvements

　　Experience owning program strategy, end to end delivery, and communicating results to senior leadership

　　Preferred Qualifications

　　Experience with customer feedback mechanisms and collaboration with customer experience teams to detect and trend defects in the customer experienceAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.