Jobs at Amazon Web Services (AWS)

People Management

• Leading and developing associates and team manager(s); responsible for the overall direction, coordination and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality of work.
• 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 Operations 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

• 5+ years relevant experience managing customer service teams (from associates to managers).
• Direct experience in Contact Center Operations (Customer Service, Technical Support, Sales, or Collections).
• Strong oral (speaking, listening, interpretation) and written communication skills.
• Able to work in an ambiguous, internet-speed environment.
• Absolute passion for ensuring a great customer experience with every contact.
• A record of driving projects to improve support-related processes.
• Flexible work schedules (weekends and/or evenings)

Preferred Qualifications

PREFERRED QUALIFICATIONS

• BA/BS/Masters degree or equivalent experience
• He or she will have strong experience with quality engineering, process improvement, and operational excellence.
• This leader will be known for his/her ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams.
• He or she will have a strong reputation for attracting and developing the best talent.
• This leader will have the intellectual capacity to look at a wide array of options and identify what truly matters.
• He or she will be someone who stays connected to the details of his or her business.
• He or she will be an inspiring people manager and adept at quickly growing the organization.
• Experience with AWS, Cloud Computing or technical support industry
• Experience with pre-sales in the IT industry

go to method of application »

At AWS we value critical thinking, self-motivation, and the ability to deal with ambiguity. You should bring a cool head, technical background, be detail oriented, have excellent problem solving abilities, and be an exemplary communicator. Your technical expertise and operational excellence will influence your team’s decisions and help us drive robust customer solutions. We love people who innovate, use data to make decisions, and can express themselves thoughtfully. We want you to be passionate about delivering a great customer experience, and love contributing to a team goal.

You Will

• Demonstrate excellent customer service skills through all levels of communication.
• Maintain an in-depth knowledge and understanding of existing and developing technologies as it relates to cloud computing, while understanding and identifying opportunities for customers.
• Create and articulate compelling value propositions around AWS products and services.
• Accelerate customer adoption through education and engagement.
• Assist customers in identifying use cases for priority adoption of AWS as well as best practices implementations.
• Assist in developing long-term strategic relationships with key accounts.
• Manage time efficiently, meet personal goals, and work effectively with other members of the sales and marketing team.
• Travel will be required as necessary, up to 35% of your time.
   

Basic Qualifications

• Bachelors degree in Computer Science, Engineering, Math, Operations Research, or a related field or 10 years of large scale IT deployment or program experience.
• 3+ years of experience with enterprise scale infrastructure or development-based cloud programs/projects in a related industry
• 7+ years of experience in enterprise IT, either as a vendor, consultant or have prior experience working with or managing technical programs
• Ability to travel as neccesary

Preferred Qualifications

• Direct experience implementing AWS services is highly desirable, but not required
• Thorough understanding of software development/engineering lifecycle from conception to delivery and/or IT solutions or project lifecycles.
• Superior written and verbal communication skills
• Self-motivated problem solver; able to thrive in a fast-paced and customer-focused environment
• Demonstrated ability to maintain composure in stressful situations, responds to customer needs quickly and effectively, adapts to change
• Highly analytical, technically proficient, and able to learn new tools and software quickly
• Strong listening skills; demonstrated ability to ask effective questions
• AWS or other cloud certifications are highly desirable
• PMP and/or SCRUM/Agile, SAFe certified
• Strong organizational and troubleshooting skills with precise attention to detail