Jobs and Careers
AM
Sr Customer Insights (Feedback/Reporting) Manager, AWS Financial Operations
Amazon.comUnited Statesfull_timeVerifiedPosted 22 Aug 2023
About the role
Are you customer-obsessed, data oriented, and confident in driving operational changes that improve our customer experience? Amazon is looking for an experienced, talented and highly motivated individual to join our AWS Accounts Receivable (AR) Customer Experience (CX) Program in Arlington, VA. We are seeking a Sr. Customer Insights (Feedback/Reporting) Manager who will primarily support CX analytics and change management efforts to improve our AR operations across the globe that lead to raising the bar with industry leading CX.
You will join an expanding team which measures Amazon’s customer experience for AWS within AR Finance Operations and will present business recommendations in order to drive changes, solve identified issues, to eventually achieve our vision: To be Earth's Most Customer-Centric Company.
The Finance Operations organization works with every part of Amazon to provide procure-to-pay, revenue-to-receipt, real-estate and facilities, operations accounting and operations excellence services with the highest level of controllership at the lowest cost to the company. We provide the backbone systems and operational processes which completely, accurately, and validly pay Amazon’s suppliers, invoice our customers and report financial results.
Key job responsibilities
As a Sr. Customer Insights (Feedback/Reporting) Manager, you will own and contribute to large-scale deep dives that measure the end-to-end customer experience of managing financial transactions with AWS. Leveraging your analytical skillset, you will drive studies across multiple geographies, collaborating with senior business leaders and conducting customer research. The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly build your skill set and address new challenges. This position requires high judgment, excellent analytical abilities, a creative mind to invent solutions to improve the customer delivery experience; it also offers broad exposure to operational, financial, and technical teams across Amazon. You should thrive and succeed in an entrepreneurial environment and won't be hindered by ambiguity. If you are detail oriented, organized, and passionate about customer experience, we would love to speak with you!
Additional Responsibilities include:
• Manage Ambiguity: Understand complex business problems across geographies and product lines to create hypotheses and translate this into analysis requirements that lead to customer experience improvement insights.
• Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, and accordingly create annual roadmaps.
• Customer-Focus: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection, data analysis, customer engagement, and providing recommendations which are presented to senior leadership.
• Innovation: Identify, track, and monitor industry/experience trends and drivers of customer satisfaction.
• Change management: Partner with our training teams and global service centers to drive operational improvements that continuously raise the bar for great CX.
By working together on behalf of our customers, we are building the future one innovative product, service, and idea at a time. Are you ready to embrace the challenge? Come build the future with us.
NOTE: This job is an in-office role (3+ days a week) and is non-negotiable.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA
- 2+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- Bachelor's degree
- Experience defining program requirements and using data and metrics to determine improvements
- Experience preferably with Qualtrics or other survey management tools
Amazon 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.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for em
You will join an expanding team which measures Amazon’s customer experience for AWS within AR Finance Operations and will present business recommendations in order to drive changes, solve identified issues, to eventually achieve our vision: To be Earth's Most Customer-Centric Company.
The Finance Operations organization works with every part of Amazon to provide procure-to-pay, revenue-to-receipt, real-estate and facilities, operations accounting and operations excellence services with the highest level of controllership at the lowest cost to the company. We provide the backbone systems and operational processes which completely, accurately, and validly pay Amazon’s suppliers, invoice our customers and report financial results.
Key job responsibilities
As a Sr. Customer Insights (Feedback/Reporting) Manager, you will own and contribute to large-scale deep dives that measure the end-to-end customer experience of managing financial transactions with AWS. Leveraging your analytical skillset, you will drive studies across multiple geographies, collaborating with senior business leaders and conducting customer research. The role will allow you to make a real impact for our customers from Day 1 and provide a dynamic, innovative and fast-paced environment to constantly build your skill set and address new challenges. This position requires high judgment, excellent analytical abilities, a creative mind to invent solutions to improve the customer delivery experience; it also offers broad exposure to operational, financial, and technical teams across Amazon. You should thrive and succeed in an entrepreneurial environment and won't be hindered by ambiguity. If you are detail oriented, organized, and passionate about customer experience, we would love to speak with you!
Additional Responsibilities include:
• Manage Ambiguity: Understand complex business problems across geographies and product lines to create hypotheses and translate this into analysis requirements that lead to customer experience improvement insights.
• Stakeholder Management: Build strong relations with internal stakeholders to understand priorities, and accordingly create annual roadmaps.
• Customer-Focus: Plan and deliver customer insight products by working backwards from customer needs, for example: scoping each unique effort, design, data collection, data analysis, customer engagement, and providing recommendations which are presented to senior leadership.
• Innovation: Identify, track, and monitor industry/experience trends and drivers of customer satisfaction.
• Change management: Partner with our training teams and global service centers to drive operational improvements that continuously raise the bar for great CX.
By working together on behalf of our customers, we are building the future one innovative product, service, and idea at a time. Are you ready to embrace the challenge? Come build the future with us.
NOTE: This job is an in-office role (3+ days a week) and is non-negotiable.
We are open to hiring candidates to work out of one of the following locations:
Arlington, VA, USA
Basic Qualifications
- 2+ years of team management experience
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- 5+ years of working cross functionally with tech and non-tech teams experience
- Bachelor's degree
- Experience defining program requirements and using data and metrics to determine improvements
Preferred Qualifications
- Experience managing, analyzing and communicating results to senior leadership- Experience preferably with Qualtrics or other survey management tools
Amazon 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.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for em
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s