At Amazon, we strive to be the Earth’s most customer-centric company. To get there, we need exceptionally talented, bright, and driven people. We are looking for an experienced Senior Manager to lead our global Digital and Device Command Center (D2C2) team for Device, Digital, and Alexa Support. In this role, you will be responsible for running a global team identifying widespread customer facing outages that prevent our customers from using their devices or accessing digital services. You will be obsessed with the customer experience and go above and beyond in making sure the Amazon ecosystem is functioning as intended!
This role will partner with several internal Amazon teams to develop and improve processes and tools which detect and notify of potential outages so they are fixed as quickly as possible. You will be responsible for creating a project roadmap for your team that is aligned with Amazon’s device and services roadmap. You will drive the creation and execution of “Think Big” strategies across teams, change management processes that impact the larger organization, and implement strong project management methodologies and approach to executing these deliverables.
A successful candidate will be an expert in managing large teams, stakeholder management, change management, process improvement and influencing without authority.
This position will be located in Seattle, WA.
Key job responsibilities
– Lead a global team dedicated to identifying and resolving emergent widespread customer-facing issues.
– Create and define the roadmap for D2C2, team structure, deliverables, and performance goals.
– Provide your managers and support staff with the tools and resources they need to be successful in their roles.
– Translate strategy into executable plans and mechanisms that enable the business to scale in line with growth and continuously improve
– Analyze barriers to efficiency and work standards within department work and drive strategic solutions and projects to overcome, negotiating the trade-offs as needed
– Develop expertise of relevant data sources, internal systems, departments, policies, and procedures
– Design technical solutions which offer extensibility, scalability, and efficiency for a growing business.
– Earn trust of business partners by understanding business plans and constraints, anticipating challenges and proactively communicating win-win solutions.
– Manage the investigation and resolution of large scale, time sensitive widespread issues
– Develop and lead periodic business reviews by creating and monitoring business metrics to track process effectiveness and gain buy in from senior leadership
– Manage a team that works in a 27x7x365 environment
A day in the life
As the Senior Manager for D2C2, you will work closely with Senior Leadership across the company to define and manage the processes and tools enabling the identification and resolution of high-impact, time-sensitive, widespread customer facing issues. This includes building and maintaining new processes, influencing partner teams on the best way to identify and detect issues, and identifying the best tools, systems, and controls to measure the health of the program. This role will advise senior leadership on emerging trends and partner with technology to create new mechanisms to protect customers and meet Amazon’s high standards for customer satisfaction.
About the team
Customer Trust is a collection of back-office team that rescue and support the most egregious customer issues. The team is a collection of collaborative, supportive, and positive people who work with each other. We leave our egos at the door, positively challenge ideas in a healthy way, and focus on the best way to enhance the customer experience and support a happy and healthy environment for ourselves and our employees.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA
BASIC QUALIFICATIONS
– 6+ years of managing teams experience
– MBA
– Experience using data and metrics to drive improvements
– Experience working cross functionally with tech and non-tech teams
PREFERRED QUALIFICATIONS
– Experience implementing repeatable processes and driving automation or standardization
– PMP
– Experience delivering cross functional projects
– Analytical decision making with a demonstrated ability problem solve, make decisions in complex situations and drive issues to completion
– Excellent written and verbal communication
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 $121,100/year in our lowest geographic market up to $225,200/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.