Manager, Customer Success, Office Products Amazon Vendor Services

About the role

Do you thrive leading a team focused on growth, operational excellence and customer experience? Are you a passionate, customer-obsessed leader with a desire to make an impact on the Retail Vendor experience with Amazon? You may be a great fit for the Office Products, Customer Success Manager, Amazon Vendor Services (AVS) role!

Key job responsibilities

The AVS team works directly with the most strategic & complex Retail vendors in Office Products to drive growth on Amazon.com by improving the value, selection, convenience, customer experience, and product availability across these Vendor's businesses on Amazon.

The team creates and innovates across brands, processes and people to drive business results (Revenue Growth, bottom-line profitability, Supply Chain Excellence) and improve Vendor engagement and satisfaction via short-term high impact actions and strategic, long-term Business Plans.

• We are looking for a leader that will be charged with driving strategy and direction for the AVS program within the Office Products business for AVS Vendors.
• The Office Products will lead a team of Individual Contributor Customer Success Managers (CSMs) each of which manages a portfolio of Office Products Vendors.

In this role, the Office Products CSM Leader will be responsible for defining the organizational strategy (business, Vendor, Organizational Health) for the Office Products AVS Team, supporting the delivery of business/operational objectives, shaping the mechanisms that allow optimization of best-in-class service solutions for AVS vendors, as well as the development of strong team engagement and people development plans for CSMs on their Team.

The Office Products CSM Leader will also manage Vendor and internal service escalations and ensure appropriate resolution. This leader will own key business health metrics as well as program specific service metrics while contributing to both internal and external business reviews & annual strategic plans.

The ideal candidate possesses strong people management, account management or vendor management skills. This individual has the ability to deliver business results, meet project deadlines, build trusting Vendor relationships, and manage workflows in a distributed work environment. This individual also has the ability to automate and scale processes and continue and drive process improvement.

Above all, the candidate should demonstrate a high level of ownership, as this leader will the face of the AVS Office Products program in Consumer Electronics, owning program level goals, business goals/priorities, and contributing to delivering an improved Vendor experience on the Amazon platform.

Roles & Responsibilities

Service Delivery

• Own Vendor relationships end-to-end, including goal setting, developing engagement mechanisms, execution of aligned deliverables, tracking and bridging business performance, and supporting CSM development of strategic business plans.
• Develop mechanisms for timely, accurate and professional operational support to all vendors within a specified SLA. Drive program results and contribute to broader organizational goals in a cross functional environment.
• Demonstrate excellent leadership skills and the ability to work independently while using departmental resources, policies and procedures.
• Contribute to definition, design and implementation of tools, resources, standard operating procedures and processes that optimize vendor experience and contribute to revenue growth.
• Collaborate with cross-functional partner Teams to identify growth opportunities for Office Products Vendors and align resources across Teams to develop plans that enable execution to aligned strategies for Vendors.

Vendor Relationship Management Direction

• Lead a team of CSMs to develop and scale business strategy, processes and tools that drive revenue growth and create value for vendors' Amazon business.
• Serve as escalation point of contact for Vendor executive leadership service escalations.
• Liaise with other internal departments as required to resolve programmatic issues and questions.

Team Management

• Own hiring, training, and onboarding of CSMs.
• Ongoing performance management of AVS CSM.
• Provide coaching and mentoring to CSMs for employee development and career progression.

Basic Qualifications

• 5+ years of relevant professional experience

Preferred Qualifications

• Bachelor's degree or equivalent

Additional information

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Pay and benefits

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

USA, WA, Seattle - 121,500.00 - 212,500.00 USD annually