Description

We are looking for a leader who has a passion for working with customers, is capable of solving complex problems, and brings new ideas to enhance the customer experience. Account Managers work broadly across multiple teams to support Amazon Devices Reverse Logistics (ADRL) stakeholders, internal Amazon teams, and external customers. This position is equal parts Account Management and Program Management.

Amazon Lab126 is an inventive San Francisco Bay Area research and development company that designs and engineers high-profile consumer electronic devices. Lab126 began in 2004 as a subsidiary of Amazon.com, Inc. We design and engineer devices like Fire tablets, Kindle e-readers, Amazon Fire TV, Amazon Echo, and more. Our office headquarters in Sunnyvale, California houses our Hardware, Software and Operations teams, with partner teams in Cupertino, Irvine, Seattle, Boston, and Austin.

Key job responsibilities

Creating strategy for on-boarding new business customers and expanding service offerings for existing customers to grow the business.
Engaging with customers to understand their needs and developing account tracking mechanisms.
Proactively monitoring accounts (overall account health, customer experience, performance metrics, invoicing, etc.) to identify and provide feedback on any issues that may impact the business, customers, or stakeholders.
Managing relationships across all relevant cross-functional teams (Product, Business Development, Operations, Engineering, Planning, and Finance) to guarantee effective communication, implementation, and execution of objectives and ensure the highest level of customer experience.
Partnering with the on-site Operations team and Return Centers to ensure accurate and consistent execution of physical returns.
Collaborating with tech teams to develop systematic solutions to support our customers and growing business.
Participating in New Product Introduction (NPI) meetings to ensure the reseller business is represented and supported by our engineering and operations teams for new product launches.
Collecting data on existing processes, analyze it to uncover inefficiencies, and define project opportunities for improvements in the process area.

A day in the life

You'll be a key part of supporting the Amazon Devices Reverse Logistics (ADRL) team with return operations and the account management of Amazon Digital Devices and Amazon Return Services (ARS). ARS is looking to scale its customer base, which is where our team comes in – you'll engage with customers that our team has never supported before! You'll get to build processes from scratch and develop innovative ways to support our customers.

About The Team

Our mission is to build flexible best in class return services that streamline reverse channels for consumer electronics worldwide. Amazon’s mission is to be Earth’s most customer-centric company. This mission unites Amazonians across teams and geographies as we strive to delight our customers and make their lives easier, one innovative product, service, and idea at a time. We move quickly, obsess over customers, and deliver high quality services that meet our customer's needs.

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA | Sunnyvale, CA, USA

Basic Qualifications

Bachelor’s degree in Business Administration – Management, Marketing, Supply Chain Management or related field
3+ years of relevant work experience in program management, sales/account management, retail/sales operations, or supply chain for a consumer electronics company
3+ years of experience leading and executing cross-functional projects and programs with tight deadlines
Proficient with Excel

Preferred Qualifications

Proven ability to lead and influence peers and cross-functional teams on complex projects or initiatives.
Builds solid relationships with peers across the organization to drive collaboration and facilitate agreement among stakeholders with different interests.
Success advocating for B2B customers and working backwards from customer needs to improve their experience.
Excellent planner and problem solver who is proactive and quick to react.
Analytical approach to problem solving and a track record of driving results through continuous improvement.
Willingness to challenge the status quo to drive changes that make a positive impact on the business.
Exceptional written and verbal communication skills; writing strategy papers and communicating results to leadership

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $52,800/year in our lowest geographic market up to $127,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.

Company - Amazon.com Services LLC

Job ID: A2446366

Amazon Lab126

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