Job Description

Sr. Program Manager , AWS Support Amazon Customer Excellence System

Job ID: 2841074 | Amazon Web Services, Inc.

Amazon’s technology business has a history and tradition of leading the world in web-related technologies and services. AWS Support provides global technical and account support to a wide range of external customers who are building 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 deliver a world class customer experience. Our team of talented employees are located around the world and are growing rapidly.

Now, with Amazon Web Services (AWS), you have the chance to help individuals and businesses with their computing and applications in the Cloud. As a member of AWS Support, you will be at the forefront of Cloud technologies and part of the world’s premier cloud services company while enjoying the culture of a start-up. You will be surrounded by people who are smart, passionate about cloud services, and believe that world class support is critical to customer success.

AWS Support is seeking an experienced Program Manager to drive scalable and streamlined continuous improvement initiatives across the Business. You will have direct influence on how thousands of Cloud Support Engineers around the world leverage tools, interact with customers, and engage with internal engineering teams to ensure we deeply understand our customers and respond quickly to their needs.

Key job responsibilities
As a Program Manager in AWS Support you will:

1. Lead Continuous Improvement Projects to bring together cross-functional teams to identify opportunities and achieve targeted performance improvement in a compressed timeframe
2. Bring your expertise, problem solving skills, and creativity to add value to our team
3. Unify distributed efforts and own the plan to deliver quality outcomes for our customers
4. Work across orgs to ensure we continue marrying internal support capabilities with best-in-class customer experience as new services and features are launched
5. Manage programs to continuously improve our organizational efficiency as AWS continues to grow
6. Promote the use of Lean and Six Sigma principles
7. Provide thought leadership and influence change at all levels of the organization
8. Manage projects ensuring on-time delivery of commitments through planning, execution, engagement, documentation, and monitoring of project/program work

A day in the life
In this role, you will drive a continuous improvement roadmap, act as a change agent in the organization by driving change and implement continuous improvement tools. You will support stakeholders build, test, and deploy cross-functional solutions to address a wide variety of engineering problems. You will take complex problems and break them down into manageable pieces, then ensure timely delivery of solutions. You will identify technical/resource options to successfully deliver and drive adoption of solutions. You will assess costs, benefits and ROI, identify/mitigate risks, manage escalations, and balance business needs with technical constraints.

BASIC QUALIFICATIONS
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

PREFERRED QUALIFICATIONS
- 7+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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. #J-18808-Ljbffr

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