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DESCRIPTION

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

AWS 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

About the team

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

We are open to hiring candidates to work out of one of the following locations:

Bellevue, WA, USA | Seattle, WA, USA

BASIC QUALIFICATIONS

  • 5+ years of program or project management experience
  • Experience using data and metrics to determine and drive improvements
  • Experience owning program strategy, end to end delivery, and communicating results to senior leadership
  • Bachelor's degree

PREFERRED QUALIFICATIONS

  • 2+ years of driving process improvements experience
  • Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
  • Experience in complex problem solving, and working in a tight schedule environment
  • Experience implementing repeatable processes and driving automation or standardization

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 $92,500/year in our lowest geographic market up to $185,000/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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Confirmed 10 hours ago. Posted 8 days ago.

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