Business Operations Manager
hace 3 semanas
Amazon is now 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 EU Professional Services (ProServe) operations team plays a vital role in increasing productive hours to onboard new or support existing customers. As a result, the team can focus on core customer projects. As a ProServe Operations Manager, you will review and analyze weekly ProServe requests intake, manage the intake queue, and communicate with stakeholders across the organization to prioritize demand, allocate resources efficiently, and define the team's ways of working and best practices. You will explore new project management tools and work closely with the team to deliver customer projects efficiently and within required timelines.
Key job responsibilities include:
- Single owner of the 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 the resource management weekly reporting to leadership
- Owns the end-to-end strategy for EU ProServe's use of Certinia, the enterprise resource planning (ERP) software based on Salesforce
You will work closely with Sales Tech during the build, providing key details regarding process and opportunities for improvement, and own the user testing experience to ensure a successful launch. You will also meet with the assigned Customer Success Manager from Certinia to identify opportunities for improvement in our processes and discuss outstanding support cases. Additionally, you will contribute to EU ProServe's Work Breakdown Review (WBR) to give insight into utilization, duration, and capacity trends and opportunities.
A day in the life of a ProServe Operations Manager includes reviewing the daily PSR intake queue, analyzing demand, reviewing quality, and confirming or rejecting intake based on set criteria. You will connect with the wider Amazon Business organization to obtain details on some of the 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. You will also report week-on-week data to leadership.
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