Program Manager, Customer Insights, Amazon Payments: (PAE)

Are you passionate about improving the customer experience? Are you excited about influencing the payment experience of millions of customers worldwide by scaling research, voice of the customer tracking, and data analysis?

The Payment Acceptance and Experience (PAE) Marketing team is looking for an analytical, strategic, and consumer-focused Program Manager to join our team. This person will join the PAE Insights team and directly work to put customers at the forefront of PAE and Amazon Payments decisions.

This Program Manager will directly own the Voice of the Customer payments program to surface customer defects and pain points to partner teams and influence roadmap prioritization. This Program Manager will also own the Amazon Payments in-house research panel worldwide, acting as the single threaded owner and leading research partner negotiations on behalf of NA, EU, and Latin America. This Program Manager will focus on enabling self-service research resources across teams, leveraging AI optimized knowledge bases and templates to scale.

Key job responsibilities
1. Voice of the Customer Program Leadership:
Own the Voice of the Customer program. Surface customer defects and pain points to partner teams and influence roadmap prioritization by leveraging external and internal tools.

2. Amazon Payments Advisory Panel - Single-Threaded Ownership: Serve as the single-threaded owner for the Amazon Payments Advisory Panel worldwide, leading research partner negotiations on behalf of NA, EU, and Latin America. Drive panel growth through recruitment strategy and execution, maintain panel health by tracking churn and response rates, and ensure the community remains a viable source of insights.

3. Community Management & Engagement Strategy: Develop and execute recruitment strategies targeting Amazon customers using specific payment products. Design engagement cadence in partnership with vendor teams to maintain active participation without survey fatigue. Manage incentive programs and budget oversight to keep engagement high while ensuring fiscal responsibility across all teams and regions.

4. Operational Infrastructure & Systems Integration: Streamline workflows for researchers to access panel participants, ensuring smooth handoffs between operations and research teams. Oversee platform management, stay current on new features that could optimize the program, and act as operational lead for integration between the Insights Community and internal Data Management Platforms.

5. Knowledge Management & Democratization: Build and maintain a centralized, searchable library of research templates, screeners, consent forms, and historical reports. Create standardized survey templates and interview guides to ensure consistency across payment products and teams. Develop self-service workflows that allow stakeholders to access previous findings without commissioning new studies.

6. Advanced Data Analytics & AI Optimization: Leverage SQL to automate reporting workflows and optimize large-scale research datasets. Standardize raw research outputs (Excel/CSV files) to be machine-readable for internal AI consumption tools. Provide diagnostic root cause analysis navigating complex data environments where Local Payment Methods are inconsistently structured, generating recommendations with near-zero error rates.

7. Cross-Functional Partnership & Stakeholder Advocacy: Partner closely with Product, UX, Engineering, Customer Service, and Analytics teams to translate ambiguous and fragmented data into cohesive narratives and actionable strategies. Educate stakeholders on how to best utilize the advisory community and available research methodologies, ensuring alignment around shared goals and priorities.

Basic Qualifications

- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
- Experience using data and metrics to determine and drive improvements
- Experience working cross functionally with tech and non-tech teams
- Experience in program or project management
- Experience in analyzing data to drive decisions

Preferred Qualifications

- 3+ years of driving end to end delivery, and communicating results to senior leadership experience
- 3+ years of driving process improvements experience
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience building processes, project management, and schedules

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