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Skills
- Best Practicesunmatched
- Budget Managementunmatched
- Business Processesunmatched
- Continuous Improvementunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Customer/Client Researchunmatched
- E Programming Languageunmatched
- Financeunmatched
- Internet/Online Serviceunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Procurement Softwareunmatched
- Project/Program Coordinationunmatched
- Project/Program Managementunmatched
- Risk Managementunmatched
- Strategic Planningunmatched
- Time Managementunmatched
- Travel Policyunmatched
Description
Amazon Travel & Events provides the 24/7 customer care globally and is focused on creating efficiency and consistency across all geographies.
Customer Care is at the core of contact support for the AT&E program. The team drives program adoption by delivering world class customer support globally.
The Special Programs Manager will be responsible for gaining a deep understanding of service and support requirements, create program recommendation and coordinating servicing with our preferred service partner. The Special Programs Manager will build strong relationships with our internal customer teams, analyzing customers insights in order to ensure we are comprehensively supporting our customers differentiated needs. The Special Programs Manager must be a subject matter expert on Amazon Travel & Event's (AT&E) service offerings in order to map our services to our customer needs, as well as to identify gaps and opportunities to build out services based on customer requirements. This role will play an integral part in creating travel services and support models that compliment sensitive, bespoke projects and Amazon businesses.
Key job responsibilities
- Promote a culture that continuously monitors and evaluates process and experience improvement opportunities
- Ensure that quality processes and tools are incorporated into daily activities to drive process efficiencies, standardization and continuous improvement
- Monitor and create mechanisms to simplify travel processes, implement self-service best practices, and seek innovative solutions to enhance the efficiency and effectiveness for bespoke traveler groups
- Lead the development of service and support for non-standard business travel processes
- Design and develop strategic plans, roadmaps, budget and resource planning; to align to broader team strategies
- Lead customer project implementations and expansions, and timely program delivery
- Investigates and resolve traveler issues/problems
- Drive awareness of the Amazon Travel program, policies and resources.
- Partner with regional key stakeholders across the organization (e.g. risk management, finance, procurement and technology teams)
- Own escalations and oversee the processes to manage escalations and issue resolution
About the team
Amazon Travel & Events (AT&E) ensures all Amazonians can plan, book, pay, and expense travel and events seamlessly and compliantly, with confidence that the program takes care of them when support is needed or disruptions arise. Our Customer Care team is the foundational support for our program, connecting customers with the support they need anytime, anywhere. Our global team of experts ensures consistent, high-quality experience across all regions by delivering exceptional assisted support for every interaction.
Numbers & Facts
| Location | Arlington, VA |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles