Program Manager – Amazon Business Prime

Job Description

DESCRIPTION
Come be a part of a rapidly expanding $35 billion dollar global business. At Amazon Business, a fast-growing startup passionate about building solutions, we set out every day to innovate and disrupt the status quo. 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. Unlock your career potential.
We are looking for a Program Manager to help us scale the Business Prime program to support millions of customers – resolving customers issues and gathering customer feedback to build scalable and automated solutions for our sales teams and customers.

Key job responsibilities
· Process tickets raised by sales team for customer promotions.

· Work with Voice of the Customer sources to identify, triage and prioritize customer specific bugs and requests, and help resolve customer service requests where deeper product information is required.

· Support customer’s escalations ensuring issue resolution in the shortest period of time.
· Identify process inefficiencies and propose scalable solutions globally (US, Canada, Europe, Japan, India)

· Create content and build mechanisms to educate customers and partner teams (Sales, Professional Services and Customer Support) to ensure repeatable processes and effective change management.

· Operationalize tools to manage demos for sales and marketing partners to be used with their customers.

· Design and execute effective pilots to allow us to test new ideas to delight our customers.

· Manage global rollout of initiatives by launch planning, training sales teams on the initiative, monitoring initiative KPIs after launch, and reporting metrics to management.

About the team
Amazon Business (https://business.amazon.com) launched in 2015 to meet the business purchasing needs of commercial, government, education and non-profit customers of all sizes worldwide. Today, Amazon Business is loved by diverse customers in 9 countries worldwide (and growing), ranging from the largest companies in the world such as General Electric to sole proprietors. Business buy more than $1 trillion of products each year, ranging from staples to DNA sequencers, in the US alone. By 2018, Amazon Business had already reached $10 billion in sales and remains one of Amazon’s fastest growing segments. And we’re just getting started.

Business Prime (https://amazon.com/businessprime) is a paid subscription service for verified business, charity or government organizations that makes Prime’s reliable, fast, FREE shipping benefits accessible for all authorized users within the organization when shopping on Amazon Business. Business Prime is available only for Amazon Business customers with benefits that are relevant for business customers. The Business Prime team is looking for a strong Program Manager to support key workflows required to scale and improve the overall membership experience for our global B2B customers.

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

Austin, TX, USA
BASIC QUALIFICATIONS
– 2+ years of program or project management experience
– 2+ years of defining and implementing process improvement initiatives using data and metrics experience
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience using data and metrics to determine and drive improvements
– Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
– 5+ years of driving end to end delivery, and communicating results to senior leadership experience
– 5+ years of driving process improvements experience
– Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
– Experience building processes, project management, and schedules

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.