The Customer Advocacy Team (CAT) connects the Amazon.com customer to all other teams in the company, taking feedback and driving improvement of key metrics through data analysis and process and program improvements.  The CAT team is seeking a smart, directed and experienced program manager focused on customer concessions to help us to define and manage this business critical measure from strategic planning of customer experience to execution across customer service and other teams.

As the Concessions program manager, you will define a roadmap of initiatives that improve our understanding of the customer experience as it relates to compensating customers for planned and unplanned events.  Ultimately, your goal will be to drive down these unplanned events as well.  This role calls for an individual who can own all aspects of this measure and determine, then drive, any initiatives necessary to improve it.  It requires high judgment and an ability to balance customer experience with financial impact.  This position offers a broad exposure to various business, financial, and technical teams within Amazon.

The successful candidate will be a person who enjoys and excels at diving into data to analyze root causes and implement long term solutions. Candidates must have excellent written and verbal communication skills, the ability to create and sustain urgency, and a proven ability to lead large cross-functional projects including communication across all levels and teams in the organization: senior leaders, technical teams, finance, fulfillment, and business leaders.

Key Responsibilities

• Be the point person for Concessions within Customer Service, and act as the expert in Concessions for fulfillment, transportation and retail teams.
• Define a long-term opportunity roadmap, including technical and business process improvements.
• Independently propose, develop, research and analyze concessions strategies as well as those proposed by senior management.
• Prepare, lead and deliver weekly, monthly and quarterly reviews to senior leaders on the status of relevant concessions types, root causes for change in their growth, and advocate for improvement.
• Define requirements, and drive customer experience projects and work with all relevant cross-functional areas and our technology teams to guarantee smooth, efficient implementation.

• A strong background (5+ years) in program or product management and financial; e-commerce experience is a plus.
• Strong quantitative data analysis and critical thinking skills, SQL, Access and Advanced Excel skills needed.
• Bachelor's degree is required.

The successful candidate will have experience in the following:

• Sharp focus on customers
• Excellent written and verbal communication skills.  The role requires effective communication with senior management as well as with colleagues from retail, fulfillment, transportation and business backgrounds.
• Superior analytical abilities; curiosity to dig several layers deep into metrics, have an innate desire to understand key drivers and whether they are the correct or best metrics to measure/manage a business or process;
• Experience in assessing market and business opportunities, defining business and feature requirements, coordinating feature development, and measuring results.
• Strong bias for action; ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment

An MBA is desired.