Sr. Program Manager, Amazon Business Services

Description

Come be a part of a rapidly expanding $35 billion dollar global business! At Amazon Business (AB), we stand at the intersection of tech & retail in the B2B space, developing innovative purchasing and procurement solutions to help businesses and organizations thrive. At Amazon Business, we strive to be the most recognized and preferred strategic partner for smart business buying. Bring your insight, imagination and a healthy disregard for the impossible. Join us in building and celebrating the value of Amazon Business to buyers and sellers of all sizes and industries.

We are disrupting the status quo of Business to Business (B2B) by delivering new, efficient purchasing and service solutions for individual proprietors, small-medium businesses, global organizations, and everything in between. Are you ready for the next step in your career building on your skills as a leader, innovator, and collaborator? Do you want to be part of an organization that is developing and launching new business models? If so, AB Services is looking for an experienced leader with a proven record of delivering results, to own and execute high visibility, strategic and revenue generating initiatives. This is an exciting opportunity to join a fast paced and quickly growing business segment within Amazon, solving complex problems and bringing big ideas to life for our customers.

As a Sr Program Manager on AB Services’ Customer Enablement team you'll be a key link in the Customer Lifecycle. You will own customer experience for AB Services customers, acting as the single threaded owner for ABServ Voice of the Customer. You will also define our long term Customer Support Strategy, including scaling AB customer service routing logic, staffing, and claims processing. You'll work closely with Operations, Product, and Business Teams to field escalations post-onboarding, identify gaps in coverage, and develop SOPs for issue resolution.

You will be part of a team that is responsible for all aspects of the customer lifecycle - working with new technologies that improve usability and increase performance and scalability. You will help redefine normal for this segment of the market, and bring structure to an ambiguous space. You will help translate business requirements to technical deliverables and deliver operationally stable solution that provides an optimal customer experience.

This role can be based in Seattle, Austin, or New York City.

#ReinventRetail

Key job responsibilities

• Compile, manage and report on project metrics weekly, and lead high profile meetings to align on project requirements and feature prioritization
• Work independently to deliver results in an ambiguous environment
• Define long term Customer Support Strategy
• Partner with Operations, Product, and Business teams to field escalations and develop SOPs for issue resolution.
• Own Voice of the Customer for Amazon Business (AB) Services

About The Team

You will be part of a team that is responsible for all aspects of the customer lifecycle for AB Services - working with new technologies that improve usability and increase performance and scalability. You will help redefine normal for this segment of the market, and bring structure to an ambiguous space. You will help translate business requirements to technical deliverables and deliver operationally stable solutions that provides an optimal customer experience.

We are open to hiring candidates to work out of one of the following locations:

New York, NY, USA

Basic Qualifications

• 5+ years of program or project management experience
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership
• Experience using data and metrics to determine and drive improvements

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.

Company - Amazon.com Services LLC

Job ID: A2387358