Job Opportunities at Amazon Web Services

Job Description

A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.

**This role is supporting cloud computing customers, so the individual will have to demonstrate a technology affinity to be successful.**

Overall Responsibilities Include

• People Management
• Leading and developing a team of 20 to 25 associates; responsible for the overall direction, coordination and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality.
• Carrying out supervisory responsibilities in accordance with AWS (Amazon Web Services™) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"
• Project Management
• Solving complex customer service issues and proactively heading off negative service trends.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-range goals
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations
• Voice of the Customer: Summarizing and providing critical analysis to top 3 customer issues to be improved on a quarterly review cycles

Basic Qualifications

• 4+ years relevant experience managing 20 to 25 customer service associates
• Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)
• Strong oral (speaking, listening, interpretation) and written communication skills.
• Ability to be flexible in shift assignments and work areas.
• Able to work in an ambiguous, internet-speed environment.
• Absolute passion for ensuring a great customer experience with every contact.
• Strong technical analysis skills; you are someone who wants to dive into the numbers and seek to understand

Preferred Qualifications

• BA/BS degree or higher
• Knowledge of Six Sigma/Lean Processes
• Project Management certification
• Strong experience in bringing out the best performance of your reports
• Strong experience in creating career development plans for reports, and guiding their progression to success
• Experience in being a mentor
• Exceptional skills in data manipulation and analysis
• Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing

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Job Description

Amazon Web Services (AWS) is looking for experienced and motivated technologists who possess a unique balance of technical depth and strong interpersonal skills. You will cooperate with some of the world’s largest companies, AWS Account Management and several other AWS teams to craft highly scalable, flexible and resilient cloud architectures that address customer business problems and accelerate the adoption of AWS services. In collaboration with account management, you will drive revenue growth across a small set of global customers. As a trusted customer advocate, the solutions architect will help organizations understand best practices around advanced cloud-based solutions, and how to migrate existing workloads to the cloud. You will have the opportunity to help and support to build mindshare and broad use of AWS within enterprise customers. The ability to connect technology with measureable business value is critical to a solutions architect. You should also have a demonstrated ability to think proactively about business, products, and technical challenges.

Here Are Some Other Qualities We Are Looking For

Be great fun to work with. At AWS, we have a credo of “Work hard. Have fun. Make history”. In this role, you will love what you do, and instinctively know how to make work fun. You will be dynamic and creative, and willing to take on any challenge and make a big impact.

Enjoy working with large, global customers. You will have a passion for educating, training, designing, and building cloud solutions for a diverse and challenging set of enterprise customers.

Have a strong understanding of large scale computing solutions. The ideal candidate will have past experience working as a systems or support engineer. You will enjoy keeping your existing technical skills honed and developing new ones, so you can make strong contributions to deep architecture discussions. You will regularly take part in deep-dive education and design exercises to create world-class solutions built on AWS.

Basic Qualifications

Roles and Responsibilities

• As a key member of the business development and account management team, ensure success in building and migrating applications, software and services on the AWS platform
• In partnership with the account management team, formulate and support revenue objectives through the adoption of AWS
• Educate customers of all sizes on the value proposition of AWS, and participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
• Conduct one-to-few and one-to-many training sessions to transfer knowledge to customers considering or already using AWS
• Capture and share best-practice knowledge amongst the AWS solutions architect community
• Author or otherwise contribute to AWS customer-facing publications such as whitepapers
• Build relationships with senior technical individuals within customers to enable them to be cloud advocates
• Act as a technical liaison between customers, service engineering teams and support
• Solid experience in design/implementation/consulting experience with distributed applications
• Solid experience in infrastructure architecture, database architecture and networking
• Working knowledge of software development tools and methodologies
• History of successful technical sales consulting and architecture engagements with large-scale customers or enterprises
• Presentation skills with a high degree of comfort speaking with executives, IT Management, and developers.
• Strong written communication skills
• High level of comfort communicating effectively across internal and external organizations
• Strong Financial Services experience

Preferred Qualifications

• Technical degree; Computer Science or Math background highly desired
• Demonstrated ability to adapt to new technologies and learn quickly
• Experience working within software development or Internet-related industries
• Experience migrating or transforming legacy customer solutions to the cloud
• Familiarity with common enterprise services (Directory Services, Information Assurance, Virtual Desktop, etc.), products (i.e., Oracle, SAP) and frameworks (ITIL, Zachman, TOGAF, etc.)
• Professional experience architecting/operating solutions built on AWS