Amazon - Arlington, VA
posted about 2 months ago
The Transportation Partner Experience team is seeking an Event Operations Program Manager to oversee our customer service and hotel programs across our suite of global events. Your responsibility as an event operations lead will be overseeing all attendee travel and housing, managing all customer service responses and supporting in the development and deployment of event technology solutions. The ideal candidate has a proven history of customer service excellence, working on multiple concurrent projects at once, collaborating cross-functionally to produce deliverables, and working through complex tasks and projects quickly while remaining vigilant about quality and accuracy. This person will be able to effectively own their assigned remit while rolling up their sleeves and getting stuff done - no detail will be too small and they'll never say "that's not my job". They'll obsess over details, anticipate roadblocks before they become issues, embrace ambiguity, and deliver results. As the Event Operations Program Manager, you will oversee the customer service program for assigned events, including managing the event inbox, handling escalations, and creating a customer service response playbook for contract support where applicable. You will manage all travel and housing logistics for the events, including room block allocation, capacity and attrition analysis, and producing relevant reporting for stakeholders. Acting as the primary point of contact for hotels, travel booking vendors, internal teams, and agency partners will be a key part of your role. You will partner with the Communications Lead to generate event marketing materials that drive travel and hotel booking conversions, and collaborate with the Sr Event Tech Program Manager to research and recommend new event technology solutions related to customer service, travel booking, and hotel management. Additionally, you will plan and support the development of planning processes, integration, and implementation of travel booking and customer service solutions across all global events executed by the Transportation Partner Experience team. You will also support the creation and launch of event registration sites as needed, manage and audit attendee databases for accuracy, and actively seek ways to improve process efficiencies and effectiveness. On-site execution of events may also be required, along with the ability to work across time zones.