Professional Services Operations Manager
6 days ago
As a Professional Services Operations Manager at Amazon, you will play a critical role in the AB EU Professional Services (ProServe) operations team. The team's primary objective is to increase available productive hours to onboard new or support existing customers, allowing the team to focus on core customer projects.
You will be responsible for reviewing and analyzing weekly ProServe requests intake (PSR intake), managing the intake queue, and communicating with stakeholders across the organization to prioritize demand, allocate resources efficiently, and define team Certinia (part of Salesforce) ways of working and best practices.
Key Responsibilities- Resource Allocation Management: Single owner of end-to-end resource allocation management for the ProServe team.
- Demand Analysis: Reviews and analyzes the weekly demand for the team.
- Stakeholder Communication: Prioritizes and communicates with different stakeholders to ensure the best resources are assigned efficiently and in a timely manner.
- Reporting: Owns the resource management weekly reporting to leadership.
- Certinia Strategy: Owns the end-to-end strategy for EU ProServe's use of Certinia, the enterprise resource planning (ERP) software.
- Process Improvement: Works side by side with Sales Tech during the build, providing key details regarding process and opportunities for improvement, and owns user testing experience to ensure a successful launch.
- Customer Success: Meets with the assigned Customer Success Manager from Certinia to identify opportunities for improvement in processes and discuss outstanding support cases.
- Team Collaboration: Contributes to EU ProServe WBR to give insight into utilization, duration, and capacity trends and opportunities.
You will start your day by reviewing the daily PSR intake queue, analyzing the demand, reviewing the quality, and confirming or rejecting intake based on set criteria. You will then connect with the wider Amazon Business organization to obtain details on 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. Finally, you will provide week-on-week data to leadership.
About the TeamAmazon is reinventing on behalf of the business customer, focused on building Amazon Business (AB), the B2B marketplace on Amazon that provides business customers with pricing, selection, and convenience. The AB Professional Services (ProServe) team aims to provide customers with a best-in-class procurement experience through enabling AB's tools, services, insights, and selection. To achieve this, we focus on the customer onboarding experience and support of ongoing relationships, as the AB offering becomes more diverse. ProServe works closely with internal Amazon teams to relay customer needs and requirements, including Sales, Product Management, Category Management, External Systems Integrations, and Amazon Leadership to drive and prioritize solutions for Amazon Business Customers.
Requirements- Data-Driven Decision Making: Experience using data and metrics to determine and drive improvements.
- Program Strategy: Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership.
- Program or Project Management: Experience in program or project management.
- Master's Degree or MBA: Master's degree or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field.
- Process Improvement: Experience leading process improvements.
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