Program Manager - Business Operations, AWS Salesforce

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

The AWS Salesforce team, part of AWS Field Experiences (AFX) is looking for a passionate, innovative, results-oriented business operations manager to help drive productivity for two key areas: the CRM teams focused on the Selling motion and Salesforce Success Central (SFSC). At AFX, we are building a CRM team to deliver solutions supporting the selling motion across the world to help our Sellers be more effective and efficient and a Community of Practice to empower Amazonians in the Salesforce ecosystem to do the same. You will work closely with the Head of Business Strategy and Operations to support three global director-level organizations including leaders, product managers, and engineers. You will help grow and scale this business with strong operational, organizational, collaboration, and communication skills. You are viewed as a trusted advisor, providing data-driven insights on Key Performance Indicators (KPIs) and other business metrics, administering end-to-end engagement and roadmap lifecycle management, and collaborating with both technical and non-technical stakeholders to improve upon current processes and tools.

You will have the ability to think strategically, act effectively, and display strong analytical and critical thinking skills. You will also be committed to building strong cross-group working relationships and demonstrate exceptional organizational skills and attention to detail. You must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. This means you are not only able to develop and drive global initiatives and KPIs, but can also roll up your sleeves, dig in, and get the job done. Maturity, high judgment, ability to influence, analytical talent, and leadership are essential to success in this role.

Key job responsibilities

• Planning & Analysis: Accurately plan, forecast, and execute programs to help the CRM leaders meet/exceed practice goals.
• Report key baseline CRM team metrics and analytics, collaborating with leadership team to track and all KPIs against annual, quarterly and monthly goals.
• Manage CRM team processes and documentation including 3P contracting process and operational budget.
• Develop and maintain management dashboards, regional reports, and executive review documents that will drive business outcomes and strive for operational excellence.
• Create and own CRM projects to drive improved team performance.
• Maintain communication across CRM and AFX teams as well as key stakeholders including roadmap and goals and SOPs.
• Establish and implement mechanisms for self or business-identified operational gaps and areas for simplification or improvement.

A day in the life
You will work closely with the Head of Business Strategy and Operations and the CRM leadership team to drive process change, report on key metrics, and help communicate the vision and roadmap for CRM. You will own and develop new programs in support of the CRM product teams. You will regularly interact with senior leaders and ensure action items are completed. Your work will directly impact the entire CRM team.

About the team
The CRM and SFSC teams build solutions to make our sellers and Salesforce professionals the most effective and efficient in the world. We own and manage one of the largest and most complex CRMs in the world in support of our global sales teams. At our core we are a product team that creatively builds solutions in support of Sales and other Amazon Salesforce orgs.

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

About AWS

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

About Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

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 $66,800/year in our lowest geographic market up to $142,800/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.