DESCRIPTION

The Prime Video Global Scaled Services (GSS) is seeking for an Account Delivery Manager responsible for the maintaining a healthy relationship with stakeholders, understanding requirements and execute growth and development plans for internal products and services.
This candidate will navigate in an ambiguous environment where they must develop, implement, and iterate on business execution plans to deliver growth and positive experience for our internal stakeholders. This person has relentlessly high standards and understands key levers to achieve results. They have a passion for innovating and solving complex problems, often with little direction, and drive organizational impact through influential leadership.

In this role, you will be responsible for supporting regional teams with process transitions and documentation development, collaborating cross-functionally to explore inventive ways to identify and optimize growth levers such as selection expansion, scale operations, brand positioning, centralizing reporting, manage escalations, engage with Ops teams to solve issues and identifying operational improvements to drive workflow automations or efficiencies. The ideal candidate will drive the creation and execution of business plans to achieve goals and scale your best practices across the GSS organization. If you are interested in growing within the Prime Video and entertainment business at Amazon, then we’re interested in talking to you!

Key job responsibilities
Contribute to business plan development and support the improvement of end customer experience, in collaboration with cross-functional and regional teams.
Negotiate and make trade-offs between short term stakeholder needs and longer-term investment.
Build a strong relationship/communication with regional stakeholders/partner(s) and internal departments; be a trusted advisor and business advocate.
Embracing challenges and changes fast to fulfill multiple requests and deliver these on time.
Ability to use data and metrics to measure performance, determine improvements and innovations, and to support project requests from partner teams.
Actively identify new processes / volume for the team to support and ensure successful implementation of new products or services for steady state.
Leading influentially by teaching and scaling best practices across internal teams and stakeholders.
Use customer feedback, market growth trends, data, and analyze key metrics to contribute to development of features and programs that accelerate stakeholder’s satisfaction and improve their experience working with the team.
Create mechanism that facilitates standard connects with stakeholders to understand their needs, challenges and inform about the performance/deliveries.
Identify and drive process standardization/improvement, efficiencies, and tool enhancements opportunities to improve stakeholder/partner experience based on data analysis, and gaps identified through escalations and business reviews.
Oversee key initiatives for regional stakeholders/partner(s), liase with key internal Amazon teams (e.g. PV Tech), following up and escalating as appropriate to drive progress against mutual goals.
Manage and drive solutions for escalations and work with internal teams to identify the root cause to prevent those from happening in the future.
Support XBR information (insights) to build narratives related to GSS operations
Attend stakeholder/partner QBRs, and bring business insights back into the team program to strengthen the regional IQ of the organization”
Responsible for stakeholder/partner education regarding processes or team ways of working

BASIC QUALIFICATIONS

– 5+ years of program or project management experience
– 3+ years of working cross functionally with tech and non-tech teams experience
– 3+ years of defining and implementing process improvement initiatives using data and metrics experience
– Bachelor’s degree
– Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
– Experience defining program requirements and using data and metrics to determine improvements
– Demonstrated success in exceeding business, territory, and/or account goals using a solutions-focused approach. Proven track record of building and maintaining relationships with internal and external stakeholders driving resolutions collaboratively, resolving conflicts, and ensuring follow-through with excellent verbal and written communication.
– Bilingual English/Spanish. English, written and spoken (B2 minimum).
– Dealing with ambiguity and adapting new ways of working.

PREFERRED QUALIFICATIONS

– 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