Sr. Program Manager, BizOps Strategy, AWS Support Business Operations
Job ID: 2752320 | Amazon Web Services, Inc.
At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We set big goals and are looking for people who can help us reach and exceed them. Amazon Web Services (AWS) is one of the world’s most comprehensive and broadly adopted cloud platform, offering over 200 fully featured services from data centers globally. AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers.
The candidate we are looking for has a very strong delivery record and proven experience to own strategic, tactical, cross-functional and technology improvement projects/programs for large technical operations organization. The role requires scoping and creating project plans, developing processes, coordinating and driving execution, and communicating to senior management on status, risks and process changes.
Key Job Responsibilities
We are looking for a talented Sr. Program Manager to join the AWS Support – Strategy Analytics and Data Science team to drive complex high impact projects. The ideal candidate will have strong analytical skills, Program management, Operational planning, business acumen and process improvement background that enables him/her to develop a global Business and Operations Strategy for Support Engineering. Key responsibilities include:
- Development of the overall Support Engineering operating structure, tactically driving teams in and outside of the organization to collaborate and deliver.
- Manage full life-cycle of complex cross-functional projects/programs/initiatives with considerable impact across multiple organizations.
- Development and management of KPI’s, targeting continuous improvement and operational efficiency.
- Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes.
- Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions.
- Develop, implement and maintain unified platform tools, information systems and leverage analytics and data visualization to support reporting and decision making process.
- Develop, implement, document and communicate new processes and procedures.
- Engage other Amazon business units globally to share best practices or find training's/certifications.
- Your excellent writing skills enable reporting and white papers for senior leadership.
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
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
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.
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