Program Manager, International Product

Job Description

Amazon Music is an immersive audio entertainment service that deepens connections between fans, artists, and creators. From personalized music playlists to exclusive podcasts, concert livestreams to artist merch, Amazon Music is innovating at some of the most exciting intersections of music and culture. We offer experiences that serve all listeners with our different tiers of service: Prime members get access to all the music in shuffle mode, and top ad-free podcasts, included with their membership; customers can upgrade to Amazon Music Unlimited for unlimited, on-demand access to 100 million songs, including millions in HD, Ultra HD, and spatial audio; and anyone can listen for free by downloading the Amazon Music app or via Alexa-enabled devices. Join us for the opportunity to influence how Amazon Music engages fans, artists, and creators on a global scale. Learn more at https://www.amazon.com/music.

We are looking for a Program Manager who is fluent in both Japanese and English. 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 customer experience 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 customer experience (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
- Fluency in spoken and written English
- Native and equivalent level Japanese

PREFERRED QUALIFICATIONS
- Knowledge of Lean principles and DMAIC methodology
- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Comfortable with influencing without authority

Jobcode: Reference SBJ-rj3ne1-3-141-19-249-42 in your application.