Sr. Technical Program Manager, AWS Service Engagement
Amazon.com
Amazon was recently rated the #1 most reputable company in the US, #1 for innovation, and is frequently ranked at the top in Customer Service. Amazon’s technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into the cloud. As a member of the AWS Support team, you will be at the forefront of cloud technologies and the full breadth of Amazon Web Services. You will be surrounded by people who are smart, passionate about cloud computing, and believe that world class support is critical to customer success.
AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The team is a self-standing P&L with our ability to drive both Amazon Free Cash Flow and world class customer experience. We have a team of talented engineers located in multiple locations around the world, and are growing rapidly.
AWS Support is seeking an operationally focused TPM to scale and promote the AWS Support Experience Owner (SXO) program globally. As a TPM overseeing this space, you will will drive complex, multi-team projects that span across the entire supportability lifecycle - from initial customer case contact to case resolution. Here, you will leverage your operational and technical expertise, a) to build mechanisms, b) run kaizens and c) design solutions and tooling to promote case deflection and reduce defects. In this role you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success. You will have direct influence on how we collaborate with operations and engineering teams to deliver customer experience improvements, responding to the needs of our customers.
Key job responsibilities
Key Responsibilities
* Collaborate effectively with global AWS Support Experience Owners and Service Group Owners to build & deploy mechanisms and tooling to scale engagement efforts.
* Manage programs to drive customer supportability and usability issues to resolution.
* Work across organizations to ensure we continue marrying internal support capabilities with best-in-class customer experience.
* Foster strong relationships with AWS Service Teams, building bridges that enable improvement and long-term customer impact.
* Build/maintain/improve/automate tools our Support Experience Owners to use in their Service engagement work, and be able to analyze data to recommend improvement projects.
* Lead technical and complex projects by anticipating bottlenecks, providing escalation management, making tradeoffs, and balancing the business needs.
About the team
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The team is a self-standing P&L with our ability to drive both Amazon Free Cash Flow and world class customer experience. We have a team of talented engineers located in multiple locations around the world, and are growing rapidly.
AWS Support is seeking an operationally focused TPM to scale and promote the AWS Support Experience Owner (SXO) program globally. As a TPM overseeing this space, you will will drive complex, multi-team projects that span across the entire supportability lifecycle - from initial customer case contact to case resolution. Here, you will leverage your operational and technical expertise, a) to build mechanisms, b) run kaizens and c) design solutions and tooling to promote case deflection and reduce defects. In this role you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success. You will have direct influence on how we collaborate with operations and engineering teams to deliver customer experience improvements, responding to the needs of our customers.
Key job responsibilities
Key Responsibilities
* Collaborate effectively with global AWS Support Experience Owners and Service Group Owners to build & deploy mechanisms and tooling to scale engagement efforts.
* Manage programs to drive customer supportability and usability issues to resolution.
* Work across organizations to ensure we continue marrying internal support capabilities with best-in-class customer experience.
* Foster strong relationships with AWS Service Teams, building bridges that enable improvement and long-term customer impact.
* Build/maintain/improve/automate tools our Support Experience Owners to use in their Service engagement work, and be able to analyze data to recommend improvement projects.
* Lead technical and complex projects by anticipating bottlenecks, providing escalation management, making tradeoffs, and balancing the business needs.
About the team
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.
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