Program Manager

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

DESCRIPTION:
Amazon Music is an immersive audio entertainment service that connects fans, artists, and creators through music, podcasts, and culture. Amazon Music brings fans closer to what they love, with curated and personalized playlists, artist livestreams, artist merch, and Amazon Exclusive podcasts. Prime members get access to over 100 million songs in shuffle mode, All-Access playlists, plus the largest catalog of top ad-free podcasts, included with their membership. Customers can upgrade to Amazon Music Unlimited for full, on-demand access to 100 million songs in HD and a growing catalog of Ultra HD and Spatial audio. Anyone can listen to Amazon Music by downloading the free Amazon Music app, or wherever they listen to music including Alexa-enabled devices. Learn more at https://www.amazon.com/music.

We are looking for a Program Manager (m/f/d) who is fluent in Portuguese. You will be part of our International Product Team that owns the customer experience in our vast number of Amazon Music supported countries around the world. You will help us improve the day-to-day experience of our customers and define language-specific requirements for new Amazon Music features that make it easier for customers to fall in love with music. Your focus will be to analyze and fix current customer issues, identify CX gaps by conducting walk-the-store and workshops, provide product support to and create customized reports for internal and external stakeholders, and support our global Product and QA teams to test the local experience of brand-new features. We're looking for someone who is comfortable working with data and technology products in order to make decisions and suggest improvements to the CX, and thrives in a fast-paced and dynamic environment.

Key job responsibilities
- Customer Insights: You live and breathe customer insights, and are curious to explore the differences in how customers consume music. You derive insights from customer feedback, usage data, and external research, and provide input to our product managers through ad-hoc analyses or weekly/monthly CX reporting.

- Issue Management: You manage numerous ad hoc requests concurrently, and prioritize and resolve internal and external customer experience gaps. You simplify complex issues, provide customized reporting with the ability to understand and analyze data, and effectively communicate to product managers, internal and external stakeholders.

- Feature Launch Support: You are the local voice of the customer for new Amazon Music experiences. You work closely with global QA to understand and verify the local CX. You communicate findings in a precise and solution-oriented manner and are able to walk the fine line between speed and customer obsession.

- Editorial support: You work with editorial, content programming and label relations to enable a great product CX for our artist and marketing campaigns. You consult on the desired experience, and define and execute creative solutions to delight our customers.
- Benchmarking: You are the subject matter expert for the local music streaming CX. You benchmark our product against other internal and external providers, and use your findings to make recommendations to our product managers.
- Stakeholder Management: You work with a broad set of key stakeholders including local and global product managers, customer service, quality assurance engineers, marketing, content programming and artist/label relations.
- Process Management: You partner closely with other Program Managers and team members on protocol/process development for existing and future mechanisms. You continuously evaluate data collection tools and processes and offer solutions to ensure they are efficient, high quality and scalable.
BASIC QUALIFICATIONS:
- 2+ years of program or project management experience
- Native-like knowledge of Portuguese
- Fluency in English
PREFERRED QUALIFICATIONS:
- Knowledge of Lean principles and DMAIC methodology
- Experience with SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Experience in a highly analytical, results-oriented environment with cross functional interactions
- Demonstrated knowledge of Brazilian music and cultural traditions

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.