.DESCRIPTIONThe AB EU Professional Services (ProServe) operations team is a critical part of the AB EU ProServe team by trying to increase the available productive hours to onboard new or support existing customers and allowing the team to spend their time on core customer projects.As a ProServe Operations Manager on the team, you will review and analyse weekly ProServe requests intake (PSR intake), manage the intake queue and communicate with stakeholders across the organization to prioritise the demand, allocate best resources to the PSR requests, define the team Certinia (part of Salesforce) ways of working and best practices, explore and suggest new project management tools and work closely with the team to help them in delivering the customer projects efficiently and within the required timelines.You are the right person for this role if you are data and process obsessed, a self-starter, a natural problem solver, a strong communicator and have a passion for delivering high quality work.Key job responsibilitiesSingle owner of the end to end resource allocation management for the ProServe teamReviews and analyzes the weekly demand for the teamPrioritizes and communicates with different stakeholders to ensure the best resources are assigned efficiently and in a timely mannerOwns the resource management weekly reporting to leadershipOwns the end to end strategy for EU ProServe's use of Certinia, the enterprise resource planning (ERP) software based on Salesforce.ComWorks side by side with Sales Tech during the build providing key details regarding process and opportunities for improvement and owns user testing experience (both writing of scenarios and execution) to ensure a successful launch.Meets with our assigned Customer Success Manager from Certinia to identify opportunities for improvement in our processes and discuss outstanding support cases.Contributes to EU ProServe WBR to give insight into utilization, duration, and capacity trends and opportunitiesA day in the lifeYou would start with a review of the daily PSR intake queue, analyze the demand, review the quality and confirm/reject intake based on the set criteria. You would then move on to connect with the wider Amazon Business organization to obtain details on some of the received requests and take part in the team meetings. On a weekly base, you will connect with the tech partners from Certinia to discuss the roadmap and current status of the team's asks. Finally, reporting - week on week data provided to leadership.About the teamAmazon is now reinventing on behalf of the business customer and focused on building Amazon Business (AB), the B2B marketplace on Amazon that provides business customers with the pricing, selection and convenience of Amazon, with features and benefits designed for businesses of all sizes