Senior Insights Manager, Middle Mile

Description

Are you passionate about transforming carrier feedback into meaningful improvements that enhance our transportation network? Amazon is seeking an experienced Senior Insights Manager to join our Middle Mile Transportation team, where you'll uncover actionable insights that drive strategic decisions and elevate the experience for our carriers and drivers.

As a Senior Insights Manager, you'll conduct comprehensive analyses of carrier interactions across our network, identifying opportunities to streamline operations and enhance service delivery. You'll collaborate with operations, marketing, product, and tech teams to translate these insights into scalable solutions that raise the bar for carrier experience across our global middle mile network.

• Own end-to-end research initiatives that drive optimization of middle mile transportation operations, including network design, fleet utilization, and service level performance
• Partner with stakeholder teams to understand pain points, design solutions, and implement data-driven recommendations that enhance network efficiency
• Build and maintain executive-level reporting that provide visibility into key performance metrics and strategic initiatives
• Lead complex research deep dives that span multiple geographies and business units, working backwards from customer needs to deliver scalable solutions
• Leverage AI/ML tools to develop self-service discovery of carrier and driver insights
• Identify and monitor industry trends in transportation technology, sustainability, and network optimization

Your day begins by prioritizing incoming stakeholder requests for deep-dive analyses on carrier experience pain points. You'll collaborate with carrier operations teams to understand the context of carrier feedback coming through various channels (direct feedback, surveys, operational metrics, support tickets). Using your analytical expertise, you'll design and execute comprehensive research methodologies to quantify the impact and scope of these issues.

Throughout the day, you might:

• Synthesize multi-channel feedback data to create holistic views of carrier pain points
• Partner with technical teams to streamline data collection and automate reporting processes
• Present findings to stakeholder groups, highlighting key impacts, risk areas, and recommended prioritization

You’ll balance multiple research initiatives simultaneously while maintaining strong relationships with stakeholders across operations, carrier management, and technology teams. Your insights will directly influence strategic decisions about carrier experience improvements and network optimization initiatives.

• 5+ years of proven success leading User Research projects with demonstrated impact experience
• 5+ years of hands‑on work with field research, ethnography, lab‑based user testing, remote testing, paper prototype testing, iterative prototype testing, concept testing, and survey design experience
• Bachelor's degree in HCDE, Human Factors, Cognitive Psychology, or a related field
• Experience with all aspects of research (study design, recruiting, moderation, analysis, reporting)
• Experience with behavioral data collection, quantitative data analysis, and statistics
• Have a portfolio demonstrating past work experience and deliverables (e.g., study plans, reports, personas)

• Master's degree in Human Factors, HCDE, Cognitive Psychology or equivalent
• Experience in a technical field (software development, network development, IT, other related)
• Experience with UX Research in non‑US markets
• Experience working in a highly Agile/Scrum environment

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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 (Use the "Apply for this Job" box below). for more…