Sr. CRM Program Manager, Seller External Relations - Amazon

Description The Seller External Relations (SER) team is responsible for ensuring that Amazon's stores are a great place for third-party sellers, especially for small businesses, to build and maintain thriving businesses. The team engage with third party sellers to amplify their stories and voices externally and advocate for them internally to ensure the intended and perceived seller experience mirrors the reality. Our team invents and innovates across technology, processes and people to build scalable solutions and enhance the services we offer for internal customers and third-party sellers. We are seeking an experienced, entrepreneurial, high-judgment, results-oriented, and organized Program Manager who will be the single threaded owner for the Client Relationship Management (CRM) system. The CRM is intended to manage the end-to-end lifecycle of engagements we have with third party sellers, cross-functional teams and external organizations. The CRM Program Manager works with cross-functional teams to define the long-term vision, system requirements, operating processes, data needed and user adoption strategy to make cross-functional teams can work more collaboratively and efficiently with our selling partners. The role requires high business judgment and technical experience to partner with our Business, Product and Tech teams to plan, manage and execute on our CRM roadmap. The ideal candidate enjoys working with Salesforce or other CRM tools. The person should combine thought leadership, pragmatism, and analytical rigor with enthusiasm for diving deeper into existing processes and tirelessly looking for opportunities to drive impact across organizations. You have exceptional ability to balance creative thinking with strong business judgment and analytical skills. You have strong work ethic and ability to identify and solve complex problems. You are a strong written and verbal communicator; you can explain complex concepts and issues clearly and efficiently. You have the ability to work with others or independently to navigate ambiguous situations; you can identify and act upon an opportunity or problem without explicit instructions. They think strategically, take initiative, and dive deep into details. They can develop and drive high-level strategic initiatives but also roll up their sleeves, dig in and get the job done. Maturity, strong business judgment, ability to earn trust and influence cross-functional teams, a customer-centric and creative mindset and strong analytical skills are essential. The candidate for this position also embraces ambiguity, ramps quickly on complex issues, and is skilled at communicating complex issues simply and convincingly to a wide range of internal and external audiences. Key job responsibilities 1. Owns CRM program strategy and solutions as part of a dedicated team focused on external perception. 2. Manage CRM features including user management, security, custom objects, page layouts, validations, workflows, process builders, and other 3rd party applications. 3. Partner with system product owners to deliver tailored solutions that support business requirements, create a superlative user experience, and drive tangible business value. 4. Proactively identify opportunities to leverage CRM in innovative ways to improve existing business processes, increase productivity, and support an organization scaling at a rapid pace. 5. Collaborate with product owners, business stakeholders, and SMEs to support major project roll-outs, including training and troubleshooting for end-users. 6. Manage Salesforce support requests and any escalated administrative needs of users by providing prompt and complete resolution to technical challenges and business support issues. 7. Track and report program statuses, learnings, effectiveness to internal stakeholders. 8. Own go-to-market strategy and user adoption and mechanisms for new feature rollouts. 9. Anticipates bottlenecks, providing escalation management, anticipating and making tradeoffs, and balancing business needs versus technical or operational constraints. 10. Interacts with stakeholders at multiple levels and in multiple regions, and working with business, Public Policy, Public Relations, marketing, tech and analytics teams to define and deliver solutions. Basic Qualifications - 5+ years of program or project management experience - 5+ years of working cross functionally with tech and non-tech teams experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership - Bachelor's degree in management, business administration, economics, engineering, marketing - Experience in Client Relationship Management systems, product marketing, communications and analytics Preferred Qualifications - Master's degree, or MBA in management, business administration, economics, engineering, marketing - 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience - 5+ years of experience in Professional Client Services, Sales Operations & Strategy, Finance, or Business Development - Proven experience with the development and implementation of systems/tools utilized for CRM - Strong analytical skills and a proven track record leading data-driven analyses and influencing results - Able to operate successfully in a lean, fast-paced organization, and to create a vision and organization that can scale quickly Amazon is committed to a diverse and inclusive workplace. 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 $104,100/year in our lowest geographic market up to $185,000/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.