Sr Tech PM BizOps Strategy (SAnDS), AWS Support Business OperationsAt Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We set big goals and are looking for people who can help us reach and exceed them. Amazon Web Services (AWS) is one of the world's most comprehensive and broadly adopted cloud platforms, offering over 300 fully featured services from data centers globally. AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by AWS.
We are looking for a talented Sr. Tech Program Manager to join the AWS Support – Strategy Analytics and Data Science team to drive complex high-impact projects. The ideal candidate will have strong analytical skills, program management, operational planning, business acumen, and a process improvement background that enables him/her to develop a global Business and Operations Strategy for Support Engineering. Some examples of the projects may include designing Engineering Support structure for the organization, site strategy, case/contact reduction initiatives, cost and resource optimization strategies, and ROI.
Key job responsibilitiesDevelopment of the overall Support Engineering operating structure, tactically driving teams in and outside of the organization to collaborate and deliver.Manage full life-cycle of complex cross-functional projects/programs/initiatives with considerable impact across multiple organizations. Partner with internal/external teams and engineering teams to determine what initiatives move forward and in what priority order.Development and management of KPIs, targeting continuous improvement and operational efficiency.Oversee gaps between teams, processes, and systems, helping teams reduce exposure to classic failure modes.Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, and reasons behind leadership decisions.Develop, implement and maintain unified platform tools, information systems, and leverage analytics and data visualization to support reporting and decision-making processes.Develop, implement, document and communicate new processes and procedures. Effectively communicate and train stakeholders on the processes and procedures to ensure successful implementation.Engage other Amazon business units globally to share best practices or find training/certifications; be an ongoing advocate for evolution to our Support Engineering team mission.Your excellent writing skills enable reporting and white papers for senior leadership and also provide our team direction on change management or small to large size process improvement initiatives.BASIC QUALIFICATIONS- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- Experience managing programs across cross-functional teams, building processes and coordinating release schedules
PREFERRED QUALIFICATIONS- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPIs/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.
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