8 Startup Customer Operations Manager, AGS - Startup - ACE - Variable Jobs in Seattle, WA
Amazon is Hiring a Startup Customer Operations Manager, AGS - Startup - ACE - Variable Near Seattle, WA
DESCRIPTION
Amazon.com has been rated one of the most admired companies in the US, #1 most innovative, and # 1 in Customer Service. Amazon’s technology business (AWS) has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses within the start-up community, take their computing infrastructures and applications into the cloud.
The AWS Startup Acquisition and Customer Experience (ACE) team is seeking a talented, driven, and detail-oriented Operations Manager to join an organization that is responsible for driving adoption of the AWS platform by startups around the world. This is a unique opportunity to play a key role in a fast-growing business, and to provide significant value for customers building lean, innovative new companies. As an Operations Manager on the AWS Startup Customer Operations team, you are responsible for the day-to-day handling of Customer Operations (credit application processing, managing customer and 3rd party partners, re-engineering the existing process, dive deep into fraud – proactive and reactive, collaborate and enable the field teams), to provide an exceptional customer service experience to our startups.
You have a strong customer service background, with an experience of working with customers and partners, in a large and complex environment. The candidate will have the strong ability to earn trust with startups, partners, as well as work cross-functionally across the Amazon organization. You will help foster stronger alliances with crucial business stakeholders such as Business Development Managers across the globe. This strategic alignment will also allow us to augment our operational efficiencies with 3rd party providers, and internal Investments and Product engineering teams, thereby propelling our product improvements and driving overall business growth. You have a keen sense of ownership, drive, and scrappiness, and you don’t shy away from rolling up your sleeves and getting involved whenever necessary.
Key job responsibilities
• Manage customer operations involving 1/ complex processing of startup applications, 2/ handling customer/field/partner cases.
• Working with Fraud and Legal teams to implement new or redesign existing qualification guard-rails, handling fraud related escalations, and reviewing program terms adherence.
• Enabling field for any program changes and application processing matters.
• Working with Investments team to test and launch new credit programs.
• Working with Product and Engineering team and Marketing team to manage implementation of new launches and related customer impact, manage feature backlog, and suggest operational and customer experience related enhancements.
• Manage program documentation, wikis, access controls, etc.
• Handle sensitive customer data adhering to internal data security protocols.
• A very hands-on approach to extract and analyze data, dive deep, look for patterns, and surface business insights.
• Ability to help improve processes, documents, and products to achieve operational efficiency goals.
• Communicate progress and insights to the business leadership.
About the team
About Us
Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
BASIC QUALIFICATIONS
- Bachelor's degree
- 6 years of program or project management experience
- Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
- Knowledge of SQL
- Experience defining program requirements and using data and metrics to drive improvements
- Experience implementing repeatable processes and driving automation or standardization
- Experience managing teams of 3 or more
- Experience managing, analyzing and communicating results to senior leadership
PREFERRED QUALIFICATIONS
- MBA
- PMP certificate
- Master's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field
- Experience with performance metrics and process improvement and Lean techniques
- Experience with six sigma methodologies
- Strong ability to write clearly, concisely and precisely
- Experience of working in Cloud or IT services industry
- Experience of working in large CRM systems such as Salesforce
- Empathy and familiarity with startup ecosystems and ecosystem players
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $101,800/year in our lowest geographic market up to $189,300/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.
Job Summary
Full Time
Transportation
$117k-143k (estimate)
05/09/2024
07/08/2024
RANDALLSTOWN, MD
25 - 50
2018
$50M - $200M
Transportation
