Business OPs PM , Ring and Blink CS
Amazon
DESCRIPTION
Amazon is seeking a Senior Manager, Business Operations (BizOps) to support the Ring and Blink Customer Service (CS) organization, reporting in to the Director of CS. This position will 1) Manage the optimization and strategic foot print of third party vendors supporting 10+ million manual transactions annually, 2) Own the contractual management, performance delivery and invoicing process for all CS third party (3P) providers requiring coordination across multiple teams and orgs, 3) Create and own the operating mechanisms required to align and prioritize CS resourcing as reflected in annual goals and 4) Lead the creation and management of strategic planning for this rapidly growing and evolving organization.
This BizOps role partners with leadership across CS and the larger Ring organization, and the successful candidate will work closely with leadership teams across the Americas, EMEA and Rest of World (ROW), in addition, working closely with the Finance and Technology teams.
Key job responsibilities
- Design and manage operating mechanism(s) for monitoring the purchase orders and invoicing of all third party providers of CS technology solutions
- Responsible for driving the creation and maintenance of operating plan (OP) documents
- Support the CS leadership team (LT) on strategic direction, goals & operating priorities, team engagement, and operating performance management priorities. Specifically all related headcount and costs aligned to OP
- Lead monthly service reviews with CS leaders to maintain alignment of programs and technical solutions to strategic roadmap and OP documents
- Ensure programs are coordinated across the organization by establishing a cross-functional governance model
- Facilitate reviews of future-facing ideas with CSLT on a monthly basis to drive progress on programs and pre-empt escalations and issues
BASIC QUALIFICATIONS
- 10+ years of program or project management experience
- 10+ years of working cross functionally with tech and non-tech teams experience
- 10+ years of managing, analyzing and communicating results to senior leadership experience
- Bachelor's degree in management, business administration, economics, engineering, marketing
- Experience working with, presenting to and influencing senior executives up to VP level
- Experience defining and implementing financial recordkeeping requirements for complex transaction lifecycles
- Minimum of 10 years working in Customer Service (CS) and CS technology providers responsible for the vendor management function.
PREFERRED QUALIFICATIONS
- Experience delivering projects within scope, time, budget and quality
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.