Research Manager, Amazon Care | Location Flexibility: Seattle, Austin, San Fran, DC, ATL, etc

Job summary
Amazon Care is looking for a Senior User Researcher to join an exciting new project team. We are an innovative, cross-platform, customer-obsessed team, working on big-bets in an innovative environment. Our organization rewards intellectual curiosity while maintaining the direct to market product focus. Our mission is to invent and simplify large-scale solutions and bring the future to Amazon customers.
This role provides UX research and data synthesis leadership and experience across a growing product & clinical health team. You'll work cross-functionally and collaborate with product managers, marketers, designers and engineering teams to proactively plan research and align research goals to the roadmap user and business objectives.
What you will do
As a Research Manager, you will manage a team of mixed method researchers and research scientists, mentoring a growing team across a healthcare landscape to build a truly innovative product from the ground up. You will have a deep understanding of user research methods and best practices, along with a creative and pragmatic approach to growing and fostering talent. You will work with the team to design and implement research activities and processes that help us gain valuable insights into our customers and inform product direction, concepts and designs. To succeed in this role, you must be an accomplished researcher, with proven experience managing and guiding research programs and teams. You are able to thrive in a fast-paced start-up like environment with considerable product ambiguity, welcoming the opportunity to extend your influence to the entire team.
You will manage a research program(s) for the lifecycle and/or releases of a product or service with considerable impact. You have the ability to work efficiently and routinely deliver the right things independently with limited guidance. You will design research for complex problem areas and/or identify opportunities for additional research in existing or new business initiatives. You will guide and lead the team towards a prioritized research roadmap. Your work will be focused on medium-to-large goals and research projects that span multiple customer segments and/or teams. Once completed, your research team will be able to distill clear customer needs from large, diverse data sets (e.g., behavioral/telemetry, survey, qualitative interviews/usability, etc.) to provide inputs that solve complex business problems. You will own the mechanisms that will ultimately deliver customer insights for multiple teams at the product level. You will proactively identify and inspect existing mechanisms for sharing user insights to increase their adoption. You will ensure your program stays aligned with organizational objectives, and you should have fun in the process while building a world class consumer healthcare product.
Key job responsibilities
· Foster and Employ the best research method(s) based on research questions, timeline, and resourcing
· Must illustrate skills in navigating topics and sensitive data environments including PHI
· Ability to guide the team to develop metrics that appropriately reflect the user experience quality of a feature, product or system
· Work closely with product, design, engineering, marketing, and sales leadership teams to identify research topics and critical research studies, while guiding detailed study plans and adjusting the research roadmap.
· Foster, Grow and develop a balanced team of research experts that are capable of meeting the needs of the growing business.
· Drive impact, as measured by changes to the product design and development roadmap
· Understand different data types from different sources and perform quick but thorough data analysis in order to create insightful and actionable findings
· Create a deep understanding and empathy for our target customers through primary field research, behavioral analysis, and/or secondary research
· Act as a representative within the larger Amazon user researcher community. Collect and synthesize useful research from across the organization, bringing insights back to your team
· Eagerness to continually learn, grow and improve the craft of UX research
A day in the life
Inclusive Team Culture
Here at Amazon, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance
Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign opportunities based on what will help each team member develop into a better-rounded contributor.
Basic qualifications
· BA/BS in experimental psychology, cognitive science, human computer interaction or related discipline
· 5+ years End-to-end experience with all aspects of mixed method research (study design, recruiting, moderation, analysis, reporting)
· Proven experience Managing teams, fostering talent, and growing an organization
· 5+ years of hands-on experience conducting UX research in an applied setting
· A portfolio demonstrating past work experience, deliverables, and extraction of actionable insights from qualitative data
· 5+ years experience with Hands-on experience with field research, ethnography, lab-based user testing, remote testing, paper testing, survey design and iterative prototype testing
Preferred qualification
· MA/MS/Ph.D. in experimental psychology, human computer interaction, anthropology, or related discipline
· Excellent verbal, written and presentation skills, showing experience presenting to and effectively advising senior management
· Working knowledge of behavioral statistics and the principles of experimental design
· Strong ability to understand, analyze and interpret complicated data across quantitative & behavioral analysis
· Experience conducting usability research including knowledge of best practices
· Experience conducting research across a variety of countries, modalities and environments
· Experience working in technology, particularly with APIs, SDKs, and other tools for building software
· Start-up or early stage business experience including a proven track-record of delivering results in ambiguous circumstances
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.