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.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.


Key job responsibilities
We are looking for a talented Sr. 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 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 and Case/contact reduction initiatives, Cost and resource optimization strategies and ROI, 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 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. 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.