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London, Greater London
AWS Credits Program - Operations Associate
Overview
Job Description
At AWS, our Customer Obsessed teams offer a number of incentives to current and potential customers in the form of Credits, to either on-board new customers or to help them go to market and scale. The Credits are issued via specific programs with their own scope and across a wide geographical area (Europe, Middle East, Africa). Therefore in order to efficiently and effectively manage these programs, track performance and always make sure we're delivering the best value to our customers, our team is looking for a Credits Program & Operations Manager who will drive and structure the operations, put processes & best practices in place, as well as own the reporting and be the go-to person to consult for anything on Credits. Besides making sure the operations run smoothly such as application & approval processes or managing your many stakeholders, you will be the expert on how Credits are being utilized across the programs, customer segments & geographies, how to keep leveraging them better over time and also be enabling the long term vision for our Leadership. Key responsibilities include, and are not limited to : Own the operations and cadenced reporting of the Credits program, Facilitate field team training & enablement across the EMEA geographies (Europe, Middle-East, Africa) by delivering up to date content and collateral, across available internal communication channels or create new mechanisms where necessary. Think creatively to determine how to streamline processes and improve the overall efficiency of the program, including team communication, best practices, etc. Collaborate closely with Program Managers and Global Operations teams to stay afloat of latest changes, exchange findings and steer processes or create new mechanisms for best customer value and experience. Create and maintain documentation, produce papers on best practices, share recommendations. Handle incoming requests, review, prioritize and process them, respond to enquiries and set up an efficient pipeline for optimal tracking Perform the above to the agreed level of performance & quality (for instance 2-day SLA for 90% of requests, 90% CSAT score) Monitor program performance and quality of service via regular surveys Collaborate closely with other Analysts within the team and cross-functional or cross-geo teams to extract impactful customer insights and communicate findings regularly to key internal stakeholders i.e. geo leaders and functional leaders. Research and ideate potential solutions to process gaps and hurdles in the customer experience. Collaborate closely with the senior Credits Analyst on program execution and optimisation. Report monthly on operations status and performance, and collaborate on budget planning.