Senior Customer Operations Manager, European Customer Operations, Amazon Business

3 weeks ago

London, Greater London, United Kingdom Amazon Full time
Senior Customer Operations Manager, European Customer Operations, Amazon Business

Amazon is revolutionizing the business customer experience and focusing on building Amazon Business (AB), the largest and most innovative Business-to-Business (B2B) marketplace in the world.

  1. The AB EU Customer Operations team is a diverse and dynamic team that works across all functions of the organization to drive critical strategic and operational initiatives.
  2. AB is seeking a Senior Customer Operations Manager to play a key role in developing strategy, process, and analytics to drive key decision making.
  3. As Senior Customer Operations Manager, you will be a key member of the team optimizing day-to-day decision making and tackling strategic decisions in AB.
  4. The Customer Operations Team is responsible for managing the rhythm of the Customer Advisors' activities, including weekly, monthly, and quarterly metric reviews, forecasting, and pipeline management.
  5. The Senior Customer Operations Manager will increase the productivity of our Customer Advisor team through process improvement and operational excellence.
  6. This individual will own core products and programs, covering everything from defining local market strategies and priorities to driving operational excellence in day-to-day execution.
  7. The individual will collaborate effectively with internal stakeholders and cross-functional teams to solve problems and enable business performance.
  8. Key responsibilities include:
    1. Deliver against the AB EU Customer Operations goals and objectives.
    2. Define the key support systems and processes required to meet the rapid growth of the business.
    3. Drive core Customer Operations processes, such as sales performance management and data issue resolution.
    4. Analyze processes and mechanisms for sub-optimal performance and make recommendations for solutions.
    5. Equip Customer Advisers in evaluating their teams' performance and drive the review cadence.
    6. Develop relationships and processes with Customer Advisers, BI, Finance, HR, Marketing, and other stakeholders.
    7. Conduct ad-hoc analysis and participate in projects as needed.

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