Professional Services Operations Manager (Resource allocation and SalesForce), Professional Services Core (Onshore)
DESCRIPTION
The AB EU Professional Services (ProServe) operations team is a critical part of the AB EU ProServe team by trying to increase the available productive hours to onboard new or support existing customers and allowing the team to spend their time on core customer projects.
As a ProServe Operations Manager on the team, you will review and analyse weekly ProServe requests intake (PSR intake), manage the intake queue and communicate with stakeholders across the organization to prioritise the demand, allocate best resources to the PSR requests, define the team Certinia (part of Salesforce) ways of working and best practices, explore and suggest new project management tools and work closely with the team to help them in delivering the customer projects efficiently and within the required timelines.
You are the right person for this role if you are data and process obsessed, a self-starter, a natural problem solver, a strong communicator and have a passion for delivering high quality work.
Key job responsibilities
• Single owner of the end to end resource allocation management for the ProServe team
• Reviews and analyzes the weekly demand for the team
• Prioritizes and communicates with different stakeholders to ensure the best resources are assigned efficiently and in a timely manner
• Owns the resource management weekly reporting to leadership
• Owns the end to end strategy for EU ProServe’s use of Certinia, the enterprise resource planning (ERP) software based on Salesforce.com
• Works side by side with Sales Tech during the build providing key details regarding process and opportunities for improvement and owns user testing experience (both writing of scenarios and execution) to ensure a successful launch.
• Meets with our assigned Customer Success Manager from Certinia to identify opportunities for improvement in our processes and discuss outstanding support cases.
• Contributes to EU ProServe WBR to give insight into utilization, duration, and capacity trends and opportunities
A day in the life
You would start with a review of the daily PSR intake queue, analyze the demand, review the quality and confirm/reject intake based on the set criteria. You would then move on to connect with the wider Amazon Business organization to obtain details on some of the received requests and take part in the team meetings. On a weekly base, you will connect with the tech partners from Certinia to discuss the roadmap and current status of the team's asks. Finally, reporting - week on week data provided to leadership.
About the team
Amazon is now reinventing on behalf of the business customer and focused on building Amazon Business (AB), the B2B marketplace on Amazon that provides business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes.
The AB Professional Services (ProServe) team aspires to provide our Customers with a best-in-class procurement experience through enabling of AB’s tools, services, insights, and selection. To accomplish this, we focus on the Customer Onboarding experience and support of ongoing relationships, as the AB offering becomes more diverse. ProServe also works closely with various internal Amazon teams to relay Customer needs and requirements, incl. Sales, Product Management, Category Management, External Systems Integrations and Amazon Leadership to drive and prioritize solutions for Amazon Business Customers.
The Ops team you are a part of leads the central oversight and operational strategy of the Professional Services Operation in Europe.The ProServe Operations Manager will play the role of liaison between the customer (ProServe/Sales), and internal teams such as Finance and L&D to leverage internal collaboration to maximize efficiencies and drive operational excellence.
BASIC QUALIFICATIONS
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Experience in program or project management
PREFERRED QUALIFICATIONS
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Experience leading process improvements
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