What are the responsibilities and job description for the Sr Install Operations Manager, Amazon Key position at Amazon?
DESCRIPTION
As a Sales Operations Install 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 installation and service enablement for our customers including scheduling, vendor management, operations for the installation of our product and adoption of our service. You will be a 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:
• Use technical expertise to onboard, train, and audit performance of third party installers
• Maintain relationships with installers to provide the best customer experience
• Create operational processes with vendors to ensure efficiencies and industry standards
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 directly or through our vendors
Program Development:
• Build 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
• Provide field feedback to and collaborate with Product and Engineering to improve our products and services
Reporting and Communication:
• Create as needed and deliver regular reports on the effectiveness of installation and customers operations 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, which includes Installation, ensures product and service delivery and customer satisfaction for multi-family real estate in North America.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- 5 years of sales operations or equivalent experience
- Experience defining, refining and implementing sales processes, procedures and policies or equivalent
- Experience working in or managing vendors for Access Control, Security, Low Voltage or or similar technology.
PREFERRED QUALIFICATIONS
- Experience using Salesforce (or other CRM tool) or BI tools
- Experience presenting to senior leadership
- Experience working within a high-growth, technology company
- Experience in managing delivery operations and external vendor programs
- Experience in the multifamily housing 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.
