Are you passionate about advocating for customers, and creating insights? Are you excited about driving influential change at scale? AWS Support Event and Escalation Management’s (E2M) Pulse team is hiring a passionate, results-oriented Sr. Technical Program Manager (TPM) who will build on a program that measures and improves the customer experience.
As a TPM in E2M, you will lead central programs and partner with Engineers, product managers, business leaders to understand the customer experience during issues which impact AWS services, support escalations, and change management communications. You will establish a program which measures the customer experience. Where metrics do not exist, you will invent on behalf of our customers.
You will develop and drive high-level strategic initiatives but will also be willing to roll up your sleeves, dive in, and get the job done.
Key job responsibilities
The right candidate is passionate about driving mission-critical programs with an ability to take large, complex projects and break them down into manageable pieces. Ability to relay and accept feedback, operate with high judgement, and analyze ever-changing data will be required. Your ability to influence without explicit authority will be key to your success.
Additionally, every day will bring new and exciting challenges that include:
* Define a vision, a roadmap and long-term direction for a program that measures the customer experience during the moments that matter.
* Work closely with customers to insure their experience is understood and measurable.
* Collecting and presenting data on E2M and service team performance that allow leaders to make informed decisions.
* Advocating for customers internally and representing their voice
* Working with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
* Assist in the design and build of solutions that use automation and self-repair rather than relying on human intervention
* Other duties as required by the organization, including occasional out of hours support
*The ideal candidate:*
A successful candidate will be highly analytical, resourceful, customer-focused, team oriented, and will have an ability to work independently under time constraints to meet deadlines. The leader will have a proven track record in taking on end-to-end ownership and successfully delivering results in a fast-paced and dynamic business environment.
About the team
The Event and Escalation Management (E2M) team is part of the broader AWS Support organization and is dedicated to managing large-scale customer impacting events, critical escalations, and customer facing operational communication.
In this role, you will be immersed within E2M, AWS Support Leadership and our stakeholders in Service Teams. You’ll find coworkers who are eager to team up, collaborate, and solve problems together. You will also work directly with senior leadership within Amazon acting as the “voice of the customer” helping teams better balance and understand the needs of our customers.
We are open to hiring candidates to work out of one of the following locations:
Dallas, TX, USA | Herndon, VA, USA | Portland, OR, USA | Seattle, WA, USA | Sumner, WA, USA
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 KPI’s/SLA’s used to drive multi-million dollar businesses and reporting to senior leadership
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $119,000/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.