Sr. Mgr, Biz Excellence Leader, Amazon Key and Ring SMB

Description

Amazon Key is seeking an experienced Senior Leader (L7) to lead critical operational functions across our growing portfolio of Key programs. This role owns the charter for six essential teams: FinOps, Supply Chain, Training, Operations QA, and Customer Service. You will drive operational excellence, financial oversight, and scalability across Amazon Key for Business (KfB), Key Access Program (KAP), Virtual Key, Key SMB, RACP, and emerging initiatives. This is a high-impact leadership role requiring strong cross-functional collaboration with Finance, Product, Engineering, and external partners. You will build and scale processes that support rapid growth while maintaining operational rigor and customer obsession.

Key job responsibilities

• Financial Operations (FinOps)
• Develop, scale, and execute global financial operations across every Amazon Key program, new initiative, and pilot
• Manage end-to-end financial processes including Accounts Payable, Accounts Receivable, multi-currency accruals, PO receiving, reclasses, and intercompany transfers
• Own budget tracking and financial reporting, ensuring accuracy and compliance with S&TP guidelines
• Provide financial oversight for both OPEX and CAPEX, working closely with finance stakeholders to ensure accurate P&L tracking
• Support approval processes for Work Orders and other Amazon Key-specific financial activities
  
  

Supply Chain

• Lead global end-to-end supply chain functions for KfB, KAP, Virtual Key, Key SMB, and RACP
• Own long-range demand planning and replenishment, S&OE effectiveness planning, and KPI management
• Manage warehouse and logistics integration/scoping, contract manufacturer (CM) relationships, and firmware/hardware change management
• Serve as Townsend System owner and drive MF plan delivery and CM transitions
• Oversee inventory lifecycle management, global field replenishment strategy, and international shipment trade compliance
• Manage sales order processing, customer tracking and advisory, LAS10 inventory receiving, field inventory collection, and reverse logistics
• Support hardware, firmware, and temporary procurement requests across programs
• Scale supply chain operations for emerging initiatives including Perch, Sunfleet, Sage, and Ember
• Training
• Deliver global training programs, certifications, and video content for all Amazon Key programs
• Build and maintain comprehensive knowledge bases and contact resources
• Create scalable content that enables field teams, partners, and internal stakeholders
• Ensure training materials remain current as programs evolve and scale
• Operations Quality Assurance (QA)
• Lead global Operations QA across multiple programs (KfB, KAP, Virtual Key, RACP) and processes within each program
• Scale QA processes for Key SMB, Smart TDR, and new initiatives or pilots
• Conduct audits for KfB operations, reseller programs, Virtual Key processes, installation and service quality, contact management, mapping accuracy, KAP deep dives, parking mapping, RACP compliance, and installation agreements
• Drive continuous improvement based on audit findings and operational metrics
• Customer Service
• Lead Customer Service strategy and team for Amazon Key products
• Drive operational excellence and ensure consistent, high-quality customer experience across all service channels
• Deliver performance evaluations, QA audits, and coaching and development plans for CS teams
• Manage real-time workforce scheduling and optimize resource allocation
• Report on key CS metrics including response times, resolution rates, and customer satisfaction scores
• Scale CS operations to support new products and growing customer base
  
  

Work Environment

• This role requires collaboration across global teams and time zones.
• The position may require occasional travel to support operational reviews, vendor meetings, and team development.
• 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.
  
  

Basic Qualifications

• 10 years of building and leading large teams and working in matrixed operating structures experience
• Knowledge of distribution networks and channel P&Ls
• Bachelor's degree or equivalent
• Experience working and communicating with multiple stakeholders, C-level executives and cross functional teams or equivalent
• Experience in strategic thinking about business, enterprise software products, and new technology platforms and architectures or equivalent
• Experience negotiating VP-level contracts with channel partners and agencies
• Experience collaborating with cross-functional teams including Marketing, Product Management, Customer Service, Operations, Legal, Finance, and Senior Leadership
  
  

Preferred Qualifications

• 5 years of managing and developing high performance teams experience
  
  

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NV, Las Vegas - 193,700.00 - 262,000.00 USD annually

USA, WA, Bellevue - 193,700.00 - 262,000.00 USD annually


Company - Amazon.com Services LLC

Job ID: A10413075