Senior Account Manager

2 months agoSeattle, WA


Are you interested in innovating to deliver a world-class level of service to Amazon's Selling Partners? The Selling Partner Premium Services (SPPS) organization seeks to improve the Amazon experience by working directly with Selling Partners (vendors and sellers) to enable more selection, reduce defects, and drive growth across their businesses. Our team invents and innovates across processes and people to enhance the services we offer, improve Selling Partner engagement and satisfaction, and build scalable global solutions.
We are looking for an Manager to help shape the future of our programs. The role is focused on driving growth for some of the most influential Selling Partners (vendors and sellers) on the Amazon store. An Manager will drive Selling Partner satisfaction by delivering a high level of service through strategic insights and relentlessly high operational standards. In this role, you will be the influencer building and executing strategic joint plans with your Selling Partners and collaborating with them to explore innovative ways to identify and execute new selection, merchandising, and operational improvement opportunities.
The ideal candidate for this role should possess strong client management skills with the keen ability to identify and prioritize the right inputs and outputs to deliver on agreed service levels. They will be able to manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives. Above all, they should demonstrate a high level of ownership and the ability to deal with ambiguity. They are agile, inventive, and an advocate for their Selling Partners experience on the Amazon store. If you are interested in growing Amazon's leading brands, then we're interested in you.
ROLES AND RESPONSIBILITIES Managers are responsible for driving Selling Partner growth and delivering a positive experience in our programs. The key responsibilities of an SPPS Manager are as follows:
Selling Partner Support and Growth:
• Identify, action and/or provide advice on how to improve input metrics that drive growth and improve end experience, in collaboration with other Amazon programs and teams.
• Play an "advisor" role with oversight of key activities that are underway for a Selling Partner, following up and escalating as appropriate to get these resolved in a timely manner.
• Deliver timely, accurate and professional operational support to all Selling Partners within a specified SLA.
• Drive results in a cross functional environment.
• Demonstrate excellent time-management skills and the ability to work independently while using centralized resources, policies and procedures.
Selling Partner Relationship Management:
• Build strong relationships with your Selling Partners; be a trusted advisor and the single POC for their issues, questions, requests, escalations, and concerns.
• Liaise with other internal departments as necessary to resolve Selling Partner issues and questions quickly and with high quality.
• Teach Selling Partners how to be more successful on Amazon through education on available tools, policies, and relevant growth opportunities leveraging related Amazon programs and products.
Program Process Excellence:
• Partner with internal teams to surface defects, data and anecdotes to drive improvements on behalf of their Selling Partners.
• Identify and scale improvements that can benefit multiple Selling Partners, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working with the relevant internal teams as appropriate.
The Hardlines team currently covers the following alignments:
Consumer Electronics
Home and Kitchen - Movies and Music - Pets Products - Furniture
Sports and Outdoors
Industrial and Scientific Supplies


• Bachelor's degree or 5+ years of professional work experience
• Strong organizational skills including prioritizing, scheduling, time and meeting deadlines.
• Strong analytic skills and expertise in Excel.
• Strong written and verbal communication skills. Proficiency in composing concise, accurate and appropriately targeted responses.
• Must be able to work on-site in Seattle, WA. Relocation assistance provided.


• 5+ years' experience in or service delivery in related industries like telecom, technology or hospitality.
• Experience using and productivity tools including and SharePoint.
• E-Commerce experience preferred.
• Demonstrated ability in learning tools and processes, effectively utilizing them for service delivery.
• Effectively manage multiple projects and priorities in a fast-paced, deadline-driven environment.
• Proven track record of taking ownership and driving results.
• Strong attention to detail and excellent problem solving skills.

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