Sr. Account Manager, ABServ

DESCRIPTION

Come be a part of a rapidly expanding $25 billion dollar global business. At Amazon Business, we set out every day to innovate and disrupt the status quo. We stand at the intersection of tech and retail in the B2B space developing innovative purchasing and procurement solutions to help businesses and organizations re-imagine 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, unlocking our potential worldwide. We are disrupting the status quo of Business to Business (B2B) by delivering new, efficient purchasing and service solutions to individual proprietors, to small-medium businesses, to 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 team is looking for an experienced leader with a strong record of achieving 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 and we are looking for leaders who are passionate about building new businesses and solving complex problems for bringing new capabilities to our business customers. Sr. Account Manager will be part of our Service Delivery Experience Team and is a key link between Amazon and our end Customers. As a Sr. Account Manager, you will own defining and managing long term account strategy of new, high growth programs that have visibility to senior leadership. You will be responsible for identifying customer account priorities, supporting expansion opportunities, establishing success criteria and delivering on customer experience required to scale the business. You will regularly deep dive issues to determine root causes and partner with stakeholders for resolution. You will work closely with Customer, Product, and Business team members to drive alignment toward our goals. This high visibility role will require Senior Executive communication and influencing while working with stakeholders across Retail, Operations, HR, Tech and Finance. In this role, you will also be responsible for leading a team of associates to execute customer launch activities and operationalize new service opportunities. #ReinventRetail Our team is focused on building solutions to enable large enterprise B2B customers to research, discover and buy business, industrial and scientific products in large catalogs; across multiple devices, marketplaces and regions. Our customers include individual professionals, businesses and institutions that buy in either high frequency or in bulk quantities. Our customers have different needs than the traditional Amazon customer base. You will be part of a team that is responsible for all aspects of the customer experience - from the visual interface to the backend services. You will be working with new technologies that improve usability and increase performance and scalability. You will help redefine normal for this segment of the market. You will help translate business requirements to technical deliverables and deliver operationally stable solutions that provide good customer experience. We are open to hiring candidates to work out of one of the following locations: Seattle Key job responsibilities
• Lead and supervise direct or indirect team of Operations associates to execute customer launch activities and develop scalable operations for new business services
• Create best practices through SOP creation and playbook enhancements to improve customer experience and accelerate customer adoption of service solutions
• Proactively identify, deep dive, and resolve issues that may impair the team’s ability to meet performance and growth goals.
• Collaborate with Business, and Product teams to triage issues, track progress on program improvements, and create internal and external communications collateral
• Run and contribute to cadenced reporting and narrative (WBR, QBR) including identifying callouts, metric bridges, action items and are able to present them effectively to Directors
• Make prioritization and trade-off decisions balancing external customer experience, business priorities, and resource constraints.
• Facilitate network wide roll out of program and adoption of performance monitoring mechanisms with service providers
• Operate autonomously; drive multiple programs end-to-end including business goals, expansion plans, and supporting product launches.
• Expect moderate travel (50%), primarily within West Coast region We are open to hiring candidates to work out of one of the following locations: Seattle, WA, USA

BASIC QUALIFICATIONS

- 5+ years of account or relationship management, small business logistics, or retail/vendor/supplier management experience
- Experience analyzing data and best practices to assess performance drivers
- Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar
- 2+ years in Operations or experience developing Standard Operating Procedures (SOPs) and driving continuous improvement efforts
- Bachelor's degree in Business Administration, Operations Research, Engineering, Finance, Supply Chain/Logistics, or equivalent experience