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Professional Services Operations Manager
hace 4 semanas
This role is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
Please do not contact the recruiter directly.
The AB EU Professional Services (ProServe) operations team plays a crucial part in the AB EU ProServe team by enhancing productive hours to onboard new or support existing customers, allowing the team to focus on core customer projects.
As a ProServe Operations Manager, you will oversee and analyze weekly ProServe requests intake (PSR intake), manage the intake queue, and communicate with stakeholders across the organization to prioritize demand, allocate the best resources to PSR requests, define the team Certinia (part of Salesforce) ways of working and best practices, explore and suggest new project management tools, and work closely with the team to help them deliver customer projects efficiently and within required timelines.
You are the ideal candidate for this role if you are data and process obsessed, a self-starter, a natural problem solver, a strong communicator, and have a passion for delivering high-quality work.
Key Job Responsibilities:- Single owner of end-to-end resource allocation management for the ProServe team
- Reviews and analyzes weekly demand for the team
- Prioritizes and communicates with different stakeholders to ensure the best resources are assigned efficiently and in a timely manner
- Owns resource management weekly reporting to leadership
- Owns end-to-end strategy for EU ProServe's use of Certinia, the enterprise resource planning (ERP) software
- Works side-by-side with Sales Tech during the build, providing key details regarding process and opportunities for improvement, and owns user testing experience (both writing of scenarios and execution) to ensure a successful launch
- Meets with the assigned Customer Success Manager from Certinia to identify opportunities for improvement in processes and discuss outstanding support cases
- Contributes to EU ProServe WBR to give insight into utilization, duration, and capacity trends and opportunities
A day in the life of the ProServe Operations Manager involves reviewing the daily PSR intake queue, analyzing demand, reviewing quality, and confirming/rejecting intake based on set criteria.
You would then move on to connect with the wider Amazon Business organization to obtain details on received requests and participate in team meetings.
On a weekly basis, you will connect with tech partners from Certinia to discuss the roadmap and current status of the team's asks.
Finally, reporting – week-on-week data is provided to leadership.
About the Team:Amazon is reinventing on behalf of the business customer and focused on building Amazon Business (AB), the B2B marketplace on Amazon that provides business customers with the pricing, selection, and convenience of Amazon, with features and benefits designed for businesses of all sizes.
The AB Professional Services (ProServe) team aspires to provide customers with a best-in-class procurement experience through enabling AB's tools, services, insights, and selection.
To accomplish this, we focus on the Customer Onboarding experience and support of ongoing relationships as the AB offering becomes more diverse.
ProServe works closely with various internal Amazon teams to relay Customer needs and requirements, including Sales, Product Management, Category Management, External Systems Integrations, and Amazon Leadership to drive and prioritize solutions for Amazon Business Customers.
The Ops team you are a part of leads the central oversight and operational strategy of the Professional Services Operation in Europe.
The ProServe Operations Manager will play the role of liaison between the customer (ProServe/Sales) and internal teams such as Finance and L&D to leverage internal collaboration to maximize efficiencies and drive operational excellence.
