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Form of workAWS Support is seeking an experienced Program Manager where you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success. This role will have direct influence on how thousands of team members within Customer Service, Sales and AWS Service Teams leverage tools, interact with customers, and engage with internal engineering team.
AWS Support's International Expansion program is committed to continuously improving the customer experience with each launch of AWS locally in a new country. In this role, you will be responsible for supporting and driving a comprehensive program that will increase the efficiency of AWS Support's preparation and change management, and the effectiveness of its execution in supporting customers globally. This will include collaboration with internal teams (including Engineering, Sales, Tax and more), to define and implement mechanisms to deliver on shared goals that support new country launches and improved experiences, specifically in AWS billing and tax. This role will work with stakeholders to guide the design, test, and deployment of cross-functional solutions to address defects. Key to success will be to take large, complex problems and break them down into manageable pieces, then ensure timely delivery of solutions. You will identify technical and resource options to successfully deliver and drive adoption of solutions; assessing cost-benefit ROI, identifying and mitigating risks, managing escalations, anticipating and making trade-offs, and balancing business needs with technical constraints.
Key job responsibilities
Collaborate effectively with stakeholders and Support to develop technical training, knowledge base content, and ensure completion of key operational readiness requirements for International Expansions.
Manage multiple projects and programs concurrently
Enables transparency and decision making across AWS leadership by providing communication and clear status of the initiatives you own.
Perform needs analyses using available data
Evaluate program results to continuously improve readiness and the customer experience with support on new services and features
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA | Seattle, WA, USA
