Sr. Mgr, Biz Excellence Leader, Amazon Key and Ring SMB

Amazon Key is seeking an experienced Senior Leader (L7) to lead critical operational functions across our growing portfolio of Key programs. This role owns the charter for six essential teams: FinOps, Supply Chain, Training, Operations QA, and Customer Service. You will drive operational excellence, financial oversight, and scalability across Amazon Key for Business (KfB), Key Access Program (KAP), Virtual Key, Key SMB, RACP, and emerging initiatives. This is a high-impact leadership role requiring strong cross-functional collaboration with Finance, Product, Engineering, and external partners. You will build and scale processes that support rapid growth while maintaining operational rigor and customer obsession.

Key job responsibilities
1. Financial Operations (FinOps)
a. Develop, scale, and execute global financial operations across every Amazon Key program, new initiative, and pilot
b. Manage end-to-end financial processes including Accounts Payable, Accounts Receivable, multi-currency accruals, PO receiving, reclasses, and intercompany transfers
c. Own budget tracking and financial reporting, ensuring accuracy and compliance with S&TP guidelines
d. Provide financial oversight for both OPEX and CAPEX, working closely with finance stakeholders to ensure accurate P&L tracking
e. Support approval processes for Work Orders and other Amazon Key-specific financial activities
Supply Chain

2. Lead global end-to-end supply chain functions for KfB, KAP, Virtual Key, Key SMB, and RACP
a. Own long-range demand planning and replenishment, S&OE effectiveness planning, and KPI management
b. Manage warehouse and logistics integration/scoping, contract manufacturer (CM) relationships, and firmware/hardware change management
c. Serve as Townsend System owner and drive MF plan delivery and CM transitions
d. Oversee inventory lifecycle management, global field replenishment strategy, and international shipment trade compliance
e. Manage sales order processing, customer tracking and advisory, LAS10 inventory receiving, field inventory collection, and reverse logistics
f. Support hardware, firmware, and temporary procurement requests across programs
e. Scale supply chain operations for emerging initiatives including Perch, Sunfleet, Sage, and Ember

3. Training
a. Deliver global training programs, certifications, and video content for all Amazon Key programs
b. Build and maintain comprehensive knowledge bases and contact resources
c. Create scalable content that enables field teams, partners, and internal stakeholders
d. Ensure training materials remain current as programs evolve and scale

4. Operations Quality Assurance (QA)
a. Lead global Operations QA across multiple programs (KfB, KAP, Virtual Key, RACP) and processes within each program
b. Scale QA processes for Key SMB, Smart TDR, and new initiatives or pilots
c. Conduct audits for KfB operations, reseller programs, Virtual Key processes, installation and service quality, contact management, mapping accuracy, KAP deep dives, parking mapping, RACP compliance, and installation agreements
d. Drive continuous improvement based on audit findings and operational metrics

5. Customer Service
a. Lead Customer Service strategy and team for Amazon Key products
b. Drive operational excellence and ensure consistent, high-quality customer experience across all service channels
c. Deliver performance evaluations, QA audits, and coaching and development plans for CS teams
d. Manage real-time workforce scheduling and optimize resource allocation
e. Report on key CS metrics including response times, resolution rates, and customer satisfaction scores
f. Scale CS operations to support new products and growing customer base

Work Environment
a. This role requires collaboration across global teams and time zones.
b. The position may require occasional travel to support operational reviews, vendor meetings, and team development.
c. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Basic Qualifications

- • Basic Qualifications
- • a. Bachelor's degree or equivalent experience
- • b. 10+ years of experience in operations, supply chain, sales operations and new business development roles
- • c. 5+ years of people management experience, leading teams of 10+ employees
- • d. Experience managing cross-functional projects and driving results in ambiguous environments
- • e. Proven track record of building and scaling operational proce