Sr. Program Manager, CRM, ABCS Technology Experience
Job summaryAmazon is building the most innovative Business-to-Business (B2B) marketplace globally, and we are recruiting to make this vision a reality.
Amazon Business (AB) represents an incredible opportunity to address a new market segment and customer base for Amazon.
Amazon Business Customer Service (ABCS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally.
ABCS is looking for a Sr.
Program Manager for Customer Relationship Management (CRM) strategy and execution.
The role reports to the AB CS Global Self-Service and Automation Leader, and acts as a critical member of the leadership team to deliver the best possible experience for our Customers and CSAs.
Amazon Business is evolving it's support experience out from a consumer-based offering.
This step is on the critical path for AB as we know our customers have more complex needs and structures than consumers.
To support this progress, we are preparing a CRM strategy which includes tools to support richer Assisted and Self-Service interactions for our customers.
We are looking for an experienced program manager to interface between operational, business and technical teams as we expand and execute our CRM strategies.
You must be a self-motivated individual with expertise in CRM systems.
You should be detail-oriented, organized, and possess abilities to dive deep into troubleshooting and analysis.
As Sr Program Manager, you will need to work alongside technology teams to support program components including; technology selection, call flow design, UX design, and reporting metrics.
As well as proposing new solutions, you will be the coordinating project manager for technical and operational delivery of future Self-Service and Automation CRM solutions.
Key job responsibilitieso Co-owner with ABCS Ops and AB Tech teams of long-term CRM strategy and goalso Provide timely insight to the Senior Leadership on performance and progress towards CRM goalso Analyzing data to identify opportunity for improvement and set priorityo Coordinate with tech and Ops teams for the design and delivery of CRM solutionso Break down issues and drive investigation/discussions to ensure they are resolved and do not occur againo Interacting with stakeholders at multiple levels facilitating dynamic collaboration with the business and technical teams to define and deliver solutionso Anticipating bottlenecks, provide escalation management, make trade-offs, and balance the business needs versus technical constraintso Remaining flexible to changing priorities, open to new ideas, and have the customer success firmly as the focus.
Estimated Salary: $20 to $28 per hour based on qualifications.
Amazon Business (AB) represents an incredible opportunity to address a new market segment and customer base for Amazon.
Amazon Business Customer Service (ABCS) has responsibility for creating an end-to-end support experience tailored to the needs of business customers globally.
ABCS is looking for a Sr.
Program Manager for Customer Relationship Management (CRM) strategy and execution.
The role reports to the AB CS Global Self-Service and Automation Leader, and acts as a critical member of the leadership team to deliver the best possible experience for our Customers and CSAs.
Amazon Business is evolving it's support experience out from a consumer-based offering.
This step is on the critical path for AB as we know our customers have more complex needs and structures than consumers.
To support this progress, we are preparing a CRM strategy which includes tools to support richer Assisted and Self-Service interactions for our customers.
We are looking for an experienced program manager to interface between operational, business and technical teams as we expand and execute our CRM strategies.
You must be a self-motivated individual with expertise in CRM systems.
You should be detail-oriented, organized, and possess abilities to dive deep into troubleshooting and analysis.
As Sr Program Manager, you will need to work alongside technology teams to support program components including; technology selection, call flow design, UX design, and reporting metrics.
As well as proposing new solutions, you will be the coordinating project manager for technical and operational delivery of future Self-Service and Automation CRM solutions.
Key job responsibilitieso Co-owner with ABCS Ops and AB Tech teams of long-term CRM strategy and goalso Provide timely insight to the Senior Leadership on performance and progress towards CRM goalso Analyzing data to identify opportunity for improvement and set priorityo Coordinate with tech and Ops teams for the design and delivery of CRM solutionso Break down issues and drive investigation/discussions to ensure they are resolved and do not occur againo Interacting with stakeholders at multiple levels facilitating dynamic collaboration with the business and technical teams to define and deliver solutionso Anticipating bottlenecks, provide escalation management, make trade-offs, and balance the business needs versus technical constraintso Remaining flexible to changing priorities, open to new ideas, and have the customer success firmly as the focus.
Estimated Salary: $20 to $28 per hour based on qualifications.
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