Kimberly Wilber
Issaquah,WA
Summary
Dynamic Sr Program Manager with extensive experience at Amazon.com, adept at driving process improvements and enhancing customer service. Proven track record in data analysis and vendor management, successfully launching product features and optimizing monetization strategies. Skilled in resolving complex issues proactively, ensuring high-quality customer experiences and operational excellence.
Overview
12
12
years of professional experience
Work History
Sr Program Manager
Amazon.com, Inc. or its affiliates
Seattle, WA
11.2021 - 12.2023
- Maintained the marketing and relationship with our 3P vendor to send the free gift boxes to qualified baby registry owners including monitoring quality of the content, monetization through sponsership and self-funded items.
- Owned the team's customer service connection by working with agents to resolve customer complaints, and tracking relevant business metrics.
- Established a process with CS to identify, raise, and investigate emerging issues, in order to resolve them before they have a large-scale impact.
- Audited and maintained SOPs for CS agents and customer-facing help pages.
- Monitored and measured internal and external Voice of Customer (VOC) data to improve the customer experience.
- Supported on- and off-site marketing and monetization vehicles, working with marketing, product, and program managers on the Parent Experience team
- Maintained monetization SOPs for retail partners, including updating content, templates, and wikis, and working with appropriate resources to validate content accuracy. - Working with Business Intelligence and Data Engineers to provide support across the business team for core metrics and deep dives.
- Worked with Business Intelligence and Data Engineers to provide support across the business team for core metrics and deep dives
Sr Program Manager
Amazon.com, Inc. or its affiliates
Seattle, WA
07.2016 - 11.2021
- Supported worldwide product feature launches by partnering with product management on the processes to ensure that guidelines and policies are followed
- Developed operational plans to support manual moderation efforts, and manual investigation procedures.
- Investigated and fixed any systematic problems or failures, and proposed solutions to address such issues proactively in the future.
- Worked with a technical team to automate these solutions by providing them with business and technical requirements.
- Provided inputs to streamline business processes based on deep dives and investigations done over the period of time.
- Outlined and prioritized daily work based on business criticality and opportunity metrics.
- Design standard operating procedures, communication templates, and drive process improvements with the operational and tech team.
Marketing Specialist
Amazon.com, Inc. or its affiliates
Seattle, WA
10.2011 - 07.2016
- Monitored daily deal operations, content, execution, and performance of Gold Box to identify and quickly resolve issues
- Analyzed deal quality based on past deal metrics, and provide guidance to the Gold Box team and retail teams.
- Coordinated merchandising of deal events on the Gold Box and other related deal pages.
Education
MBA -
Brigham Young University
Provo, UT04-2010
Master of Science - Biology
Brigham Young University
Provo, UT04-2003
Skills
- Project management
- Data analysis
- Vendor management
- Customer service
- Process improvement
- Monetization strategy
Timeline
Sr Program Manager
Amazon.com, Inc. or its affiliates
11.2021 - 12.2023
Sr Program Manager
Amazon.com, Inc. or its affiliates
07.2016 - 11.2021
Marketing Specialist
Amazon.com, Inc. or its affiliates
10.2011 - 07.2016
MBA -
Brigham Young University
Master of Science - Biology
Brigham Young University
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