Program Manager, Customer Trust Perception

About the position

The Program Manager for Customer Trust Perception at Amazon is responsible for developing and executing messaging strategies that enhance customer confidence in the authenticity and quality of products. This role involves collaborating with various cross-functional teams to translate research insights into effective communication that educates customers about Amazon's commitment to a trustworthy shopping experience. The Program Manager will create a roadmap of initiatives, implement A/B testing strategies, and measure success metrics to ensure continuous improvement in customer perception.

Responsibilities

• Develop and implement high-impact communication strategies to educate customers about Amazon's commitment to ensuring a trustworthy shopping experience, resulting in improved perception.
• Collaborate with cross-functional teams, such as Product, Public Relations, External Relations, Market Research, and Legal to identify opportunity areas and define the appropriate messaging and targeting strategies that will build customer trust, while mitigating any risks.
• Leverage market research insights to identify areas for improvement in perception and develop messaging solutions to address those gaps and misperceptions.
• Develop a roadmap of initiatives with clearly defined objectives, A/B testing strategies to optimize messaging, and success metrics.
• Develop and refine mechanisms and project management solutions to effectively collaborate with partner teams.
• Think big to define the program vision, mental models, frameworks and scalable strategies for expansion.

Requirements

• 3+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams
• Experience in marketing communications
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.

Nice-to-haves

• 5+ years of program or project management experience
• 5+ years of driving process improvements experience
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Experience with Marketing Communications strongly preferred
• Experience leveraging consumer market research (i.e. surveys, focus groups, etc.) strongly preferred.

Benefits

• Full range of medical benefits
• Financial benefits including equity and sign-on payments
• Comprehensive employee benefits package