Sr Manager, Amazon Busines Customer Service
Amazon is building the most innovative Business-to-Business (B2B) marketplace in the world, and we are recruiting to make this vision a reality.
Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon.
Amazon Business Customer Service (AB CS) has responsibility for creating an end to end support experience tailored to the needs of business customers globally.
AB CS is looking for a Senior Program Manager to lead a newly formed team to drive Operational intelligence.
The successful candidate will lead team of program managers and work proactively to collaborate with various AB teams to define operational requirements, high level process and solutions.
The role requires management of all aspects of the program management such as maintaining project schedules, resolving or mitigating issues and risks, and communicating updates throughout the organisation.
Reporting to the leader of ABCS Operations, this role will work across the entire business, and be exposed to a wide range of functions from operations, finance, continuous improvement, technology, training, content, product management and post purchase experience.
ResponsibilitiesThe ideal candidate thrives in a dynamic, fast-paced and innovative environment, and brings strong experience managing projects and programs, leading cross-functional teams, managing risk, and driving change.
As a leader of program managers, Sr Manager Operations Intelligence will be responsible for identifying customer pain points and high impact solutions, assigning resources, ensuring conformance to project management framework and timely delivery.
Candidate will collaborate cross-functionally with Amazon Business, Customer Service and ABCS product teams, marketing, operations, training, and AB CS frontline support teams and will bring strengths in continuous improvement, innovative thinking, and play a significant role in aligning diverse stakeholders and driving a culture of accountability.
Collaborate effectively with all stakeholders across Amazon Business and AB CS to establish process and models of engagement, management and reporting.
Lead a team of Program managers and act as a strategic partner to AB CS teams such as Operations, Business Management, Technology and Content design and own project implementation in worldwide operations teams Be a subject matter expert for Amazon Business customer service processes and systems, develop a thorough understanding of customer needs, pain points through root cause analysis and drive improvement in customer experience Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
Establish communication and governance processes, implement project management tools, and tracking/reporting mechanisms to projects delivering process simplification, customer experience, automation, efficiency, customer satisfaction and contact simplification/reduction.
Deliver end-to-end continuous improvement programs, projects and initiatives.
Develop and produce metrics and reports leading to performance improvement.
Lead Kaizen or auditing activities in operations to ensure process implementation.
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Estimated Salary: $20 to $28 per hour based on qualifications.
Amazon Business (AB) represents an incredible opportunity to address a vast new market segment and customer base for Amazon.
Amazon Business Customer Service (AB CS) has responsibility for creating an end to end support experience tailored to the needs of business customers globally.
AB CS is looking for a Senior Program Manager to lead a newly formed team to drive Operational intelligence.
The successful candidate will lead team of program managers and work proactively to collaborate with various AB teams to define operational requirements, high level process and solutions.
The role requires management of all aspects of the program management such as maintaining project schedules, resolving or mitigating issues and risks, and communicating updates throughout the organisation.
Reporting to the leader of ABCS Operations, this role will work across the entire business, and be exposed to a wide range of functions from operations, finance, continuous improvement, technology, training, content, product management and post purchase experience.
ResponsibilitiesThe ideal candidate thrives in a dynamic, fast-paced and innovative environment, and brings strong experience managing projects and programs, leading cross-functional teams, managing risk, and driving change.
As a leader of program managers, Sr Manager Operations Intelligence will be responsible for identifying customer pain points and high impact solutions, assigning resources, ensuring conformance to project management framework and timely delivery.
Candidate will collaborate cross-functionally with Amazon Business, Customer Service and ABCS product teams, marketing, operations, training, and AB CS frontline support teams and will bring strengths in continuous improvement, innovative thinking, and play a significant role in aligning diverse stakeholders and driving a culture of accountability.
Collaborate effectively with all stakeholders across Amazon Business and AB CS to establish process and models of engagement, management and reporting.
Lead a team of Program managers and act as a strategic partner to AB CS teams such as Operations, Business Management, Technology and Content design and own project implementation in worldwide operations teams Be a subject matter expert for Amazon Business customer service processes and systems, develop a thorough understanding of customer needs, pain points through root cause analysis and drive improvement in customer experience Build strong relationships with stakeholders to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
Work alongside stakeholders to define and execute innovative solutions for customers while influencing with and without authority.
Establish communication and governance processes, implement project management tools, and tracking/reporting mechanisms to projects delivering process simplification, customer experience, automation, efficiency, customer satisfaction and contact simplification/reduction.
Deliver end-to-end continuous improvement programs, projects and initiatives.
Develop and produce metrics and reports leading to performance improvement.
Lead Kaizen or auditing activities in operations to ensure process implementation.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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