Event Operations Program Manager, Transportation Partner Experience

$72,600 - $155,200/Yr

Amazon - Nashville, TN

Full-time

Nashville, TN

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

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. The Transportation Partner Experience team (TPX) builds innovative and engaging community-focused products for external Amazon partners like Delivery Service Partner (DSPs). Small businesses are critical to many aspects of Amazon's ecosystem and the TPX team helps these partners be successful by fostering community connections, accelerating learning opportunities, and providing customer feedback mechanisms on program and product initiatives and updates.

Responsibilities

• Oversee customer service program for assigned suite of events, including event inbox management, escalations, and creating customer service response playbook for contract support where applicable
• Manage all travel and housing for suite of events including room block allocation, capacity and attrition analysis, and produce all relevant reporting for stakeholder distribution
• Act as primary point of contact for hotels, travel booking vendors, internal teams, and agency partners
• Partner with Communications Lead to generate event marketing materials that result in travel and hotel booking conversion
• Partner with Sr Event Tech Program Manager to research, evaluate, and recommend new event technology solutions as they relate to customer service, travel booking, and hotel management
• Plan and support the development of planning processes, integration and implementation of travel booking and customer service solutions across all global events that Transportation Partner Experience executes
• Support in the creation and launch of event registrations sites where required
• Manage and audit attendee databases to ensure accuracy and relevancy
• Actively look for ways to improve process efficiencies and effectiveness
• Support on-site execution of events as needed and ability to work across time zones.

Requirements

• 4+ years of professional non-internship marketing experience
• Experience building, executing and scaling cross-functional programs or marketing campaigns from concept to completion
• Experience using data and metrics to drive improvements
• Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)
• Customer service experience

Nice-to-haves

• Experience using customer research, hard data and metrics to back up assumptions, generate forecasts, and assess the efficacy of marketing programs

Benefits

• Medical, financial, and other benefits
• Equity and sign-on payments as part of total compensation package