Senior Site Leader AWS Customer Service at Amazon Web Services

You will represent Amazon and AWS as your team fields inquiries from customers who need help using AWS services. You'll work directly with AWS engineering teams as well as product and service owners to drive tooling and process improvements to ensure a high quality, fast resolution customer experience. You'll drive customer communication during AWS critical events and drive projects that improve customer service related processes. You will act as the voice of the customer in AWS internal meetings. You will help AWS become the world's most customer centric IT provider.

The AWS Customer Service Site Leader in Cape Town will:

• Lead and manage 5-7 direct reports and 400+ indirect reports
• Be responsible for the delivery of operational metrics and service levels across all contact types on your team
• Advocate for AWS customers by understanding complex business processes within the AWS billing cycle and re engineering these processes to reduce customer effort
• Be the Voice of the AWS customer to ensure improvements are driven within service teams and self service capabilities within AWS.
• Drive customer communication during customer impacting events (e.g. outages, billing issue, price changes, etc.).
• Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organization and serving as a role model for the worldwide customer service network.
• Drive projects that improve customer support-related processes and our customers support experience
• Work with the other regional and site leaders who directly manage CS teams to influence operational execution in a matrixed organization.
• Plan and conduct periodic business reviews with AWS teams to influence and evangelize with Senior Leadership in AWS
• Ensure AWS customer feedback is incorporated into business plans, product roadmaps and feature development.
   

Basic Qualifications

• 7+ years of experience in managing large scale operations (Customer Service or equivalent operational teams)
• Experience driving projects to improve support-related processes
• Experience in a customer facing environment
• Experience in a metrics based operational environment performing customer focused analytics.
• Bachelor’s degree or equivalent experience.
• Flexible work schedules (weekends and/or evenings)
• Business English Proficiency

Preferred Qualifications

• Master’s degree or equivalent, MBA is preferred
• Leadership experience managing changes and critical issues in a highly dynamic environment
• Experience with quality engineering, process improvement, and operational excellence
• Ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams
• Ability to attract and develop the best talent
• Experience staying connected to the details of the business
• Inspirational people manager and adept at quickly growing an organization
• Experience with AWS, Cloud Computing or technical support industry
• Experience in the IT industry