About Us
Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies.
AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a senior member of the AWS Support Leadership team, you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.
About the Role
As a Senior Operations Manager, you will inspire and lead managers to provide leadership & management across our support organization. You have a passion for cloud technology and operational excellence, and provide our customers with an exceptional experience in their time of need with highly technical and customer focused service. You have people management skills and demonstrate an ability to deliver through others. You will be able to effectively engage with all levels of the organization globally to deliver key outcomes for the business.
You will need to understand and correctly utilize resources provided by internal systems, departments, policies, and procedures. You will lead by analyzing data and own the strategic direction and deliver on key customer initiatives to continually develop and drive best practice through the Support business. You will manage your teams of employees who provide a continuum of services to our customers including billing and account issues as well as teams of engineers who handle highly complex technical cases.
Responsibilities
- Strategic Planning and Execution
- Team and Performance Management
- Increase Staff Engagement Levels
- Operational Excellence
- Recruiting and Hiring
- Incident and Escalations Management
- Senior Leadership and Customer Engagement
- 10+ years’ experience in managing engineer teams in high-paced operations environment with 5+years as a senior manager with a track record of success.
- Ability to communicate vision & drive execution and work seamlessly with both technical teams and business teams.
- Exceptional people leadership and engagement skills and demonstrated ability to inspire and motivate large engineering / operation teams
- Having Innovative-thinking balanced with a strong customer and quality focus
- Experience handling large enterprise customer escalations
- Fluent business level verbal and written capability in both Japanese and English
- Bachelor’s degree in Computer Science, Computer or Electrical Engineering, business administration or a related field
- Able to work in a diverse team and a global organization- Proven management experience in Contact Center Operations, Customer Service or equivalent high performance operational teams.
- Knowledge of Six Sigma/Lean Processes
- Project and program management experience in delivering key business outcomes. Strong record of driving projects to improve and support-related processes and the right technical support experience.
- Technical experience in AWS services
- Experience with AWS, Cloud Computing or technical support industry.
- Master’s degree in Computer Science, Computer or Electrical Engineering, Business Administration or a related field
- Ability to work with flexible work schedules (weekends and/or evenings when required).
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Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
