Join the Managed Spend Onboarding (MSO) team, where you'll own high-value customer deals onboarding and build GenAI-powered automation that's already transforming how Amazon Business runs its operations. If you love solving complex operational puzzles and being the go-to expert customers and stakeholders rely on, this is the role for you.

The Managed Spend Onboarding team's scope is to enable the Managed Spend product agreed upon during the response phase (e.g., Custom Baskets). We are the single point of contact for every MS deal from escalations to troubleshooting and renewal, and we develop programmatic solutions that continuously improve the onboarding customer experience. As one of the primary customers of multiple internal tech products, we work closely with engineering and product teams to shape the roadmap, provide feedback, and automate manual processes wherever possible. Join a team that combines hands-on operational excellence with a builder's mindset, where your ideas for simplification and automation directly shape how Amazon Business scales.

Key job responsibilities
• Own pre-onboarding checks, CBM provisioning validation, post-onboarding QA and change requests, and monthly deal renewals.
• Track and interpret operational metrics, KPIs, and SLAs to monitor deal health and drive timely resolution.
• Manage escalations via SIM tickets, partnering with multiple teams to resolve provisioning and pricing issues.
• Perform data validation, reconciliation, and quality assurance activities to ensure accuracy across onboarding and renewal workflows.
• Partner cross-functionally with Sales, Product, and Engineering stakeholders to resolve issues and influence the roadmap for onboarding tools.
• Identify opportunities for process simplification, standardization, and automation, and help build the internal tools that make them real.
• Apply generative AI tools and other automation technologies (e.g., Python, SQL, APIs) to improve productivity and streamline repetitive operational tasks.
• Build and maintain reporting and dashboards using tools such as QuickSight, Tableau, or Power BI to give stakeholders visibility into deal performance.
• Document processes and maintain SOPs to ensure consistency and knowledge continuity across the team.
• Manage multiple priorities and competing deliverables in a fast-paced, deadline-driven environment.
• Leverage CRM/business systems such as Salesforce and cloud-based technologies (AWS) to support day-to-day operations.

Basic Qualifications

- Speak, write, and read fluently in English
- 3+ years of interacting with customers/stake holders experience
- Knowledge of SQL and Advanced Excel (Array and Statistical formulas)
- Experience back office operations, escalation management and troubleshooting environments
- Experience in managing high priority queues

Preferred Qualifications

- Knowledge of basic and systematic approaches to manage projects/programs
- Experience in business analysis
- Experience using data to influence business decisions

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.