Sr Install Operations Manager, Amazon Key
Amazon.com
As a Sales Operations Install Manager with Amazon Key to you will be responsible for driving the delivery and installation of an Amazon Key service with unprecedented quality, efficiency and scale.
In this role, you will oversee all aspects of installation and service enablement for our customers including scheduling, vendor management, operations for the installation of our product and adoption of our service. You will be a key owner of the customer relationship to ensure a seamless experience. As part of a growing team, you will contribute ideas and processes to continually improve while working in ambiguity, build efficiencies, and scale the business.
Key job responsibilities
Vendor Management:
• Use technical expertise to onboard, train, and audit performance of third party installers
• Maintain relationships with installers to provide the best customer experience
• Create operational processes with vendors to ensure efficiencies and industry standards
Customer Service:
• Demonstrate customer obsession while representing the face of our product to customers
• Ensure that customer communication occurs timely and clearly for the best customer experience in scheduling, enrolling in, and adopting our products and services directly or through our vendors
Program Development:
• Build and continually improve the delivery program to be scalable and efficient in areas including scheduling, product installation, enrollment in our platforms, and initial use of products and services
• Provide field feedback to and collaborate with Product and Engineering to improve our products and services
Reporting and Communication:
• Create as needed and deliver regular reports on the effectiveness of installation and customers operations to senior level leadership
• Communicate updates, changes, and important information to leadership in a timely manner
About the team
Amazon Key for Business is the multi-unit arm of Amazon's secure delivery team. We enable 1-Click access to Amazon Logistics' delivery drivers to customers' doorsteps, improving the bottom line of our last mile operations and increasing Amazon's accountability and security for property owners/managers.
The Customer Onboarding team, which includes Installation, ensures product and service delivery and customer satisfaction for multi-family real estate in North America.
In this role, you will oversee all aspects of installation and service enablement for our customers including scheduling, vendor management, operations for the installation of our product and adoption of our service. You will be a key owner of the customer relationship to ensure a seamless experience. As part of a growing team, you will contribute ideas and processes to continually improve while working in ambiguity, build efficiencies, and scale the business.
Key job responsibilities
Vendor Management:
• Use technical expertise to onboard, train, and audit performance of third party installers
• Maintain relationships with installers to provide the best customer experience
• Create operational processes with vendors to ensure efficiencies and industry standards
Customer Service:
• Demonstrate customer obsession while representing the face of our product to customers
• Ensure that customer communication occurs timely and clearly for the best customer experience in scheduling, enrolling in, and adopting our products and services directly or through our vendors
Program Development:
• Build and continually improve the delivery program to be scalable and efficient in areas including scheduling, product installation, enrollment in our platforms, and initial use of products and services
• Provide field feedback to and collaborate with Product and Engineering to improve our products and services
Reporting and Communication:
• Create as needed and deliver regular reports on the effectiveness of installation and customers operations to senior level leadership
• Communicate updates, changes, and important information to leadership in a timely manner
About the team
Amazon Key for Business is the multi-unit arm of Amazon's secure delivery team. We enable 1-Click access to Amazon Logistics' delivery drivers to customers' doorsteps, improving the bottom line of our last mile operations and increasing Amazon's accountability and security for property owners/managers.
The Customer Onboarding team, which includes Installation, ensures product and service delivery and customer satisfaction for multi-family real estate in North America.
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