Job Description

DESCRIPTION

At 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 platform, offering over 200 fully featured services from data centers globally. Amazon Web Services, Inc. provides services for broad range of applications including compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), security, and application development, deployment, and management.

AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services. The AWS Support organization is global with 10 locations around the world. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.

The candidate we are looking for has a very strong delivery record and proven experience to own strategic, tactical, cross-functional and technology improvement projects/programs for large technical operations organization. The role requires scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process changes. Demonstrated ability to think broadly and strategically about initiatives and the ability to persuade executives to build consensus on objectives and keep our stakeholders informed of plans and progress.

We are looking for a talented Sr. Program Manager to join the Support Engineering Workforce Management team to drive complex high impact projects. The ideal candidate will have strong analytical skills, Program management, Operational planning, business acumen and process improvement background that enables him/her to develop a global Workforce Strategy for Support Engineering. Some examples of the projects may include designing Engineering Support structure for the Organization, site strategy and Case/contact reduction initiatives, optimization through case routing enhancements, non-case work budgeting and ROI, workforce tooling requirements, process improvements and general project evaluation for Support Engineering network cost, quality, scale, flexibility and business continuity.

Key responsibilities include:
· Development of the overall Support Engineering 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. Create, communicate, and manage budget/costing for these initiatives.
· Development and management of KPI’s, targeting continuous improvement and operational efficiency.
· Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from security not considered, insufficient stakeholder review, etc.). Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
· Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions 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 process.
· 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 (e.g. TAM’s or CS) to share best practices or find training's/certifications; Be an ongoing advocate for evolution to our Support Engineering team mission.
· Roll up your sleeves and do whatever is necessary; general manager / owner mentality.
· 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.
The role can be based out of Dallas or Seattle.
BASIC QUALIFICATIONS

· Minimum 5+ years’ experience driving projects/program management in large operations.
· Minimum of 3+ years’ experience in operations, planning or process improvement/change management ·
· 3+ years' of experience conducting quantitative and qualitative analysis operating in highly cross-functional and fast-paced environments using data and metrics to determine improvements
· Bachelor’s degree in Management, Engineering, or other technical field

PREFERRED QUALIFICATIONS

· You are tech savvy e.g. in usage of Excel, used to work with a large variety of tools, data mining and reporting. With your practical mindset you’re able to find practical and simple solutions to complex problems, without sacrificing any quality or core functionality
· Comfortable to influence a fast-paced matrix team consisting of internal and external stakeholders. You’re a great communicator: you’re confident when communicating, especially with varying levels of seniority, within a large organization.
· You can drive improvements while demonstrating strong analytical skills: you’ll utilize exceptional problem-solving, and communication skills to influence process change by. e.g. by writing clear and detailed functional specifications based on business requirements. You structure and develop implementation plans and work with our stakeholders to pilot and test new solutions and then roll-out across the broader organization at country/cross-country and/or cross regional level.
· You’re an agile, forward-thinking innovator: you’re able to thrive with your team, even as you manage occasional ambiguity and/or conflicting priorities and demands. Objectively stepping back from situations to look at the bigger picture, while maintaining your meticulous attention-to-detail help us to make the right future investments.
· Track record in leading medium to large complex, cross-functional strategic initiatives and opportunities with tangible results. You already have very strong experience in leading and defining process improvement/change management, collecting requirements and designing process solutions or correct under-performing parts of existing ones. A combination of practical and intellectual skills and an ability to shift will help you to be successful on different tasks that vary between complex analyses and hands-on project/process improvements.
· Strong communication, dive deep capabilities and interpersonal skills.
· Logistics industry, Operations research or capacity planning experience
· Basic/Working knowledge of Six Sigma tools and Lean techniques
· SQL, scripting and or coding experience
· Experience working with SPSS, SAS, R, Python in a professional setting
· Intermediate to advanced and data visualization knowledge

AWS Support values diversity of thought and wants to grow by hiring people with a wide range of backgrounds, cultures, and experiences that allow us to continue innovating for complex problems. If you are interested in shaping the future of Amazon AWS Support organization, apply to learn more about this exciting opportunity. Amazon is a 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.