Senior Program Manager, Search (SEO/SEM)
Amazon, United States

Amazon revolutionized customer service, now we are changing what customers expect from technical support. We’re responsible for the Customer Service operations and solutions for all Amazon Devices and Digital properties, from the Kindle and Echo, to Amazon Music, Prime Video and Alexa.

As a Program Manager (SEO/SEM), you will be part of the team that is responsible for enabling the best content experience for our customers. In this role, you will define and execute product roadmaps to deliver innovative solutions that enable our customers to self-resolve support issues.

You will work with product teams to develop insights to improve the Omni-channel Search experience for the customers. In this role, you will identify specific instances of risk, broader risk trends and points of customer friction, developing scalable solutions for prevention.

You’ll lead the long-term SEO/SEM strategy. You will be involved in Strategic Planning Session, OP and other Amazon strategic planning cycle to define the long term vision. You will be responsible for building SEO governance models and improving the ranking of Amazon help pages on search engines. You will identify websites that are infringing our trademarks or using our brand which may mislead our customers in believing that they are interacting with Amazon or its subsidiaries. You should be good at using data and digging out opportunities for improving customer experience. You should also be comfortable in a fast-paced multi-tasked environment, with the ability to drive the program’s roadmap, collaborate with operation and product teams across the company to analyze the cost/benefit of projects, manage all aspects of execution, drive continuously improvement, and build program mechanism along the way.

The candidate must possess excellent analytical skills and a track record of delivering projects in a complex and ambiguous environment. Being able to demonstrate collaboration across multiple levels of the business is a fundamental skill. This role will require you to work with the multiple teams supporting your vision, ensuring they have the correct understanding and are bought into the vision, and that they’re empowered to work autonomously on their responsibilities.

BASIC QUALIFICATIONS

· 7+ years of experience working on the Search experience for an online shopping service
· Knowledge of creating and supporting products for Search Experiences.
· Knowledge of SEO/SEM, metadata, crawlers, and AI powered bots.
· Knowledge of Content Management systems and localization process.
· Understanding of modern day search and personalization user experiences using artificial intelligence, machine learning and natural language processing.
· Experience working with, adding to and/or creating content taxonomies and ontologies.
· Apply analytics to identify opportunities that achieve sustained competitive advantage.
· Define best practices and standards for analyses.
· Drive data analysis and reporting strategy.
· Ability to brainstorm strategically and creatively while executing methodically with high attention to details, operational excellence and ability to multi-task
· Excellent, structured written and verbal communication skills
· Demonstrated ability to interpret data, find root cause and make business recommendations

PREFERRED QUALIFICATIONS

· 10+ years of experience, 5+ years in tech product management
· MBA or advance degree in an equivalent field
· Experience developing content metadata standards, hierarchies and controlled vocabularies that provides access to content solutions, power search and personalization features.
· Data-driven decision-making and quantitative analysis skills, including deep knowledge of statistical analysis, Excel, SQL, and/or other analytical techniques
· Familiarity with interoperability standards including SKOS (Simple Knowledge Organization System), RDF (Resource Description Framework), and OWL (Web Ontology Language)
· Experience in an online retailer, or electronics manufacturer
· Strong analytic and quantitative skills, A/B test, statistics
· Experience of driving long term strategy from ideation to implementation
· Comfortable working in a diverse group and contributing to an inclusive culture
· The ability to balance multiple types of data with solid intuition
· Experience working with multiple cross-functional teams and leaders
· Experience working with Machine Learning

Job Rewards and Benefits