Come be a part of a rapidly expanding $35 billion-dollar global business. Amazon Business (AB) is a fast-growing organization passionate about building solutions. We set out every day to innovate and disrupt the status quo. We stand at the intersection of tech & retail in the B2B space developing innovative purchasing and procurement solutions to help businesses and organizations thrive. At Amazon Business, we strive to be the most recognized and preferred strategic partner for smart business buying. Bring your insight, imagination, and a healthy disregard for the impossible. Join us in building and celebrating the value of Amazon Business to buyers and sellers of all sizes and industries. Unlock your career potential.
We are seeking a dynamic Sr. Program Manager to lead Customer Experience within AB Flywheel Inputs (ABFI). This role works across core programs to provide a single point of issue triage, collecting and reporting learnings to senior leaders, and influencing product roadmaps to drive improvements and enhance scalability with a focus on selection, pricing, and availability.
Key job responsibilities
* Design and implement a customer experience triage mechanism to identify and address critical buying experience issues
* Develop and maintain comprehensive reporting systems to track Managed Spend Flywheel Input experience KPIs
* Analyze and document root causes of revenue loss and customer experience breakdowns
* Partner with ABFI tech and broader AB teams to translate insights into product feature recommendations
* Coordinate the Lessons Learned and post-mortem documentation process, ensuring effective knowledge sharing across partner teams
* Own a roadmap of initiatives with key customer facing teams to integrate triage mechanisms into existing AB services (E.g., Customer Service, ProServe, Strategic Account Managers, and Account Executives)
