Sr TAM Manager, NA Books

DESCRIPTION:

Do you want to be part of Amazon's founding business and work with the world's most influential publishers? Come join the team that started it all!

The North America Books team is looking for a Sr TAM Manager for the Technical Account Management (TAM) team with a strong focus on delivering results and developing staff to take on higher levels of responsibility. The manager will oversee TAMs who on-board and support publishers, troubleshoot and resolve their technical questions, and educate them on how to adhere to best practices in producing high-quality content. The ideal candidate for this role should possess strong publisher support, data analysis, and decision-making skills. They should be able to deliver services against defined processes and actively contribute to continuous improvement initiatives.



Key job responsibilities

Key job responsibilities:

The position will be responsible for the following:
* Direct hiring and development of a team of 12+ TAMs who support publishers
* Work with product management teams, engineering, and shared service teams to improve the publisher experience through tools and educational programs
* Consistently improve the publisher and customer experience by ensuring TAMs deliver superior support, advocate for publisher requirements, and uphold a high quality bar
* Ensure TAMs are consistently defining, launching, and improving standard operating procedures for resolving complex publisher inquiries and administering changes to publishers' accounts and catalogs
* Act as a subject-matter expert for global publisher support processes and systems
* Leverage technology and process innovation to bring continuous improvement to the operation (scalability, efficiency, scope, etc.)
* Define new, and refine existing key performance indicators for global operational support
* Own root cause investigation and resolution across the team
* Act as a key escalation point for vendor concerns

BASIC QUALIFICATIONS:

- 5+ years of program or project management experience
- 3+ years of vendor management experience
- 2+ years of working cross functionally with tech teams experience
- Experience implementing repeatable processes and driving automation or standardization
- 4+ years of direct leadership/supervisory experience

PREFERRED QUALIFICATIONS:

- 2+ years of developing program strategies and plans, diving execution, and influencing senior stakeholders experience
- Experience understanding product and technical requirements and interfacing with Product/Technology teams

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