Amazon opened its virtual doors in 1995 and strives to be the world's most customer-centric company, where customers can find and discover anything they might want to buy online.

The Amazon AIR CX Strategy, Insight and Program team is looking for an analytical and result-oriented Program Manager who can analyze business decisions; troubleshoot issues, and communicate the findings effectively. We are raising the technical bar of the globally distributed analytics team; providing data expertise, a deep understanding of data fundamentals, and synthesizing very large datasets.

Our ideal Sr. PM is one who enjoys discovering and solving complicated problems; can quickly learn complex systems, likes to work with numbers, and takes pride in organizing and communicating work.

The Senior Program Manager on the Amazon AIR CX Strategy, Insight and Program team is a thought leader and change agent who focuses on systemic ways that the Amazon Air network can improve its performance and further delight its customers. This position partners with cross-functional business and technical teams using data from internal/external sources to provide actionable insight to decision-makers to influence strategy and performance. This is a high judgment role that requires someone who can operate without structured guidance, navigate ambiguity, and take decisive action when necessary.

Key job responsibilities

- In-depth research of defect trends

- Dive deep into various optimization systems, operational processes, and delivery partner/operator experience, and identify insights that influence the direction of product

- Own the design, development, and maintenance of ongoing metrics, reports, analyses, dashboards, etc. to drive key business decisions. Ensure data accuracy by validating data for new and existing tools. Learn and understand a broad range of Amazon's data resources and know how, when, and which to use and which not to use.

- Data collection and entry of important process issues to root cause the reason for bad customer experience

- Work across teams with stakeholders to prioritize and deliver data and reporting

- Work with product management and operations stakeholders to understand business operations and technology.

- Partnering with Business Intelligence teams to define key metrics and generate insights for business reviews.

- Identify, develop, manage, and execute analyses to uncover areas of opportunity and present written business recommendations.

- Develop and manage milestones across projects to ensure timely and successful deliverables.

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

Bellevue, WA, USA

BASIC QUALIFICATIONS

- Bachelor's degree

- 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

- Experience in the aviation industry

PREFERRED QUALIFICATIONS

- Master's degree, or MBA in business, data science, public administration, finance, engineering, human resources or related field

- 2+ years of driving process improvements experience

- Ability to effectively communicate Amazon requirements to various audiences (e.g. senior management, peers, public officials, vendors, etc.)

- Experience with statistical analysis

- Experience in designing and implementing custom reporting systems using automation tools

- Detail-oriented with a demonstrated ability to self-motivate and follow through on issues

- 5+ years of experience in a business analyst, data analyst or statistical analysis role

- 5+ years of experience working cross functionally with tech and non-tech teams

- Experience with Tableau, Quicksight, Qlikview, Power BI, or other data visualizations software

- Analytical, problem solving, and organizational skills

- Written and verbal communication skills

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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