What are the responsibilities and job description for the Customer Onboarding Manager , Amazon Key position at Amazon?
DESCRIPTION
As a Customer Onboarding Manager with Amazon Key to you will be responsible for driving the delivery and installation of an Amazon Key service with unprecedented quality, efficiency and scale.
In this role, you will oversee all aspects of onboarding including scheduling, vendor management, operations for the installation of our product and adoption of our service. You will be the key owner of the customer relationship to ensure a seamless experience. As part of a growing team, you will contribute ideas and processes to continually improve while working in ambiguity, build efficiencies, and scale the business.
Key job responsibilities
Vendor Management:
• Maintain relationships with installers to provide the best customer experience
• Create operational processes with vendors to ensure efficiencies
• Evaluate vendors based on their performance
Customer Service:
• Demonstrate customer obsession while representing the face of our product to customers
• Ensure that customer communication occurs timely and clearly for the best customer experience in scheduling, enrolling in, and adopting our products and services
Program Development:
• Contribute to and continually improve the delivery program to be scalable and efficient in areas including scheduling, product installation, enrollment in our platforms, and initial use of products and services
Reporting and Communication:
• Provide regular reports on the effectiveness of delivery program to senior level leadership
• Communicate updates, changes, and important information to leadership in a timely manner
About the team
Amazon Key for Business is the multi-unit arm of Amazon's secure delivery team. We enable 1-Click access to Amazon Logistics' delivery drivers to customers' doorsteps, improving the bottom line of our last mile operations and increasing Amazon's accountability and security for property owners/managers.
The Customer Onboarding team ensures product and service delivery and customer satisfaction for multi-family real estate in North America.
BASIC QUALIFICATIONS
- Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Engineering, or related field
- Experience working with a broad range of technology tools such as SharePoint, Tableau, Excel, Access, Word, and Salesforce
- 3 years’ experience in sales operations, account management or customer service
- A solid sales operations focus with ability to make data-driven decisions
- Outstanding verbal and written communication skills
PREFERRED QUALIFICATIONS
- Experience working within a high-growth, technology company
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent
- Experience in managing delivery operations and external vendor programs
- Experience in the multifamily housing or access control industry
- A record of accomplishment in delivering results in a scrappy, fast-paced environment
- Thrive in a fast-paced environment where continuous innovation is desired
- History of teamwork and willingness to roll up one’s sleeves to get the job done
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.
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.
