Manager, Special Programs, Amazon Travel & Events

Amazon Travel & Events provides the 24/7 customer care globally and is focused on creating efficiency and consistency across all geographies.
Customer Care is at the core of contact support for the AT&E program. The team drives program adoption by delivering world class customer support globally.

The Special Programs Manager will be responsible for gaining a deep understanding of service and support requirements, create program recommendation and coordinating servicing with our preferred service partner. The Special Programs Manager will build strong relationships with our internal customer teams, analyzing customers insights in order to ensure we are comprehensively supporting our customers differentiated needs. The Special Programs Manager must be a subject matter expert on Amazon Travel & Event’s (AT&E) service offerings in order to map our services to our customer needs, as well as to identify gaps and opportunities to build out services based on customer requirements. This role will play an integral part in creating travel services and support models that compliment sensitive, bespoke projects and Amazon businesses.

Key job responsibilities
- Promote a culture that continuously monitors and evaluates process and experience improvement opportunities
- Ensure that quality processes and tools are incorporated into daily activities to drive process efficiencies, standardization and continuous improvement
- Monitor and create mechanisms to simplify travel processes, implement self-service best practices, and seek innovative solutions to enhance the efficiency and effectiveness for bespoke traveler groups
- Lead the development of service and support for non-standard business travel processes
- Design and develop strategic plans, roadmaps, budget and resource planning; to align to broader team strategies
- Lead customer project implementations and expansions, and timely program delivery
- Investigates and resolve traveler issues/problems
- Drive awareness of the Amazon Travel program, policies and resources.
- Partner with regional key stakeholders across the organization (e.g. risk management, finance, procurement and technology teams)
- Own escalations and oversee the processes to manage escalations and issue resolution

About the team
Amazon Travel & Events (AT&E) ensures all Amazonians can plan, book, pay, and expense travel and events seamlessly and compliantly, with confidence that the program takes care of them when support is needed or disruptions arise. Our Customer Care team is the foundational support for our program, connecting customers with the support they need anytime, anywhere. Our global team of experts ensures consistent, high-quality experience across all regions by delivering exceptional assisted support for every interaction.

Basic Qualifications

- Bachelor's degree in a relevant field or equivalent work experience
- 5+ years of leading large complex programs experience
- Experience in transportation operations and industry knowledge
- Experience delivering bespoke programs to meet business requirements that support multiple businesses, including PR/VIP travel, sensitive project travel and Executive travel that requires enhanced safety and security guardrails
- Demonstrated ability to work cross-functionally with other business, product and tech teams and ability to lead through influence

Preferred Qualifications

- Previous travel agency operations or account management experience
- Experience with MS Suite of products required
- Experience delivering a program to support multiple functions, evaluating existing systems and processes in order to improve and grow them to support the business
- Previous experience with remote team members and direct reports
- Strong organizational and analytical skills, excellent written and oral communication skills, including experience in strategic business discussions that require the ability to form a strong point of view

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, VA, Arlington - 122,400.00 - 161,900.00 USD annually