Sr Mgr, Premium Servicing, Amazon Customer Service

Amazon; Seattle (WA); On-site; USD 136,200 - 225,200; Full time

Job summary

Amazon is seeking a Senior Manager for Premium Servicing in Seattle to lead enterprise customer operations. The role involves strategic visioning, team leadership, and collaboration across functions to meet the complex needs of B2B customers. Candidates should have extensive team management experience and a focus on customer-centric solutions. This position offers competitive compensation and benefits in a dynamic and inclusive corporate culture.

Qualifications

• 7+ years of team management experience.
• Experience in implementing process automation or standardization.

Responsibilities

• Lead a team that supports large and strategic B2B enterprise customers.
• Manage operational aspects including project schedules and issue resolution.
• Partner with Sales, Product, and Marketing teams for customer needs.

Skills

Team Management

Customer Obsession

Strategic Planning

Job description

Sr Mgr, Premium Servicing, Amazon Customer Service

Job ID: 2888352 | Amazon.com Services LLC

Amazon Customer Service (CS) is looking for a Senior Manager, to lead a team that supports our large and strategic B2B enterprise customers. The successful candidate will work proactively, and independently to collaborate with business and operations teams to deliver on functional requirements, reflect voice of customers, participate in high level process and technical solutions, and manage all operational aspects including maintaining project schedules, resolving or mitigating issues and risks, and communicating updates throughout the organization.

Reporting to the WW Operations leader of ABCS, the 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. Role act as a critical member of the Operations leadership team helping to drive decisions across the organization.

The Sr Mgr, Premium Servicing, to set and execute the strategic vision for large B2B customers in collaboration with product, sales, tech organizations and ABCS teams. The role requires a detailed understanding and ability to drive critical aspects of CS operation. The role needs a leader who is customer obsessed and balances long-term support vision with short-term customer needs. Sr. Manager will provide leadership support to Premium servicing teams globally.

Key job responsibilities
- Responsible for the strategy, overall direction and delivery on Enterprise Operations.
- Partner with Sales, Product and Marketing teams to deliver large B2B customer needs.
- Act as the voice of Customers and associate for strategic initiatives across the organization.
- Create a strategic vision for teams to secure long-term growth and Business Customer needs.

About the team
Amazon Business is one of Amazon’s fastest growing businesses, focused on enabling business customers to research, discover and buy business, industrial and scientific products in large catalogs. Our customers include individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly. Business customers have different and more complex needs than the traditional Amazon customer base.

Amazon Business (AB) is a top, strategic opportunity to innovate on behalf of a new B2B Customer segment.

BASIC QUALIFICATIONS

- 7+ years of team management experience

PREFERRED QUALIFICATIONS

- Experience implementing repeatable processes and driving automation or standardization

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,200/year in our lowest geographic market up to $225,200/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 . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.