DescriptionThe AWS Health and Event Management (HEM) team in AWS KUMO is looking for a people manager with strong operational excellence skills, a track record of improving customer experience, developing, motivating and mentoring a world-class support engineering team.Kumo is the global product and engineering organization for AWS Support. Kumo provides software and technology services that intelligently anticipate and resolve AWS customer needs, helping them adopt, optimize and operate within the AWS cloud at scale. Kumo’s products, used by AWS customers and the internal Amazonian Support teams that help them, are vital to ensuring exceptional customer experiences on AWS. We aim to identify our customers’ needs across all AWS services before they do, and seamlessly deliver the most appropriate resolution for those needs, fulfilling the vision of a self-healing cloud over time. We have a broad portfolio of both customer-facing and internal services, including AWS Trusted Advisor, AWS Well Architected, AWS Health, Automation, Recommendations & Insights, AWS Support Center, AWS Knowledge center, and many more.ABOUT YOUAs an Operations Manager you will be responsible for the day to day management, development, coaching and engagement of highly skilled Escalation Engineers who are focused on delivering an extraordinary customer experience in every interaction. You will be part of the global AWS Health and Event Management team focused on focused on facilitating Service Team communications for AWS Service Impacting Events or Changes as well as Escalations related to AWS Support. This role has direct interaction at the Director, General Manager and Vice President layers of the organization.Key job responsibilitiesEvery day will bring new and exciting opportunities that include elements of:
Think Big, Innovate and build strategy for the team, defining goals and metrics to support the strategy.
Drive customer experience and operational excellence improvements across the Health and Event Management team globally.
Hire, Develop and Inspire a team of Escalation Engineers
Work closely with peers to drive initiatives and outcomes at the local and global level.
Leverage day-to-day experiences to provide the voice of the customer to internal AWS teams.
A day in the lifeThe ideal candidate will look like this:
Enjoy being a really great people manager. Building, motivating and mentoring a world-class support engineering team is the most important part of this role. You should have a proven track record in recruiting and retaining top talent and excel in day-to-day people and performance management tasks.
Have a strong understanding of Operational Excellence, improving customer experience and associated Technical Communications. The ideal candidate will have past experience identifying and removing technical ambiguity and apply problem management methodologies. You will also need and architectural understanding of Cloud services and dependencies and be able to interact with system development engineers and service owners.
Have strong project and product management experience. The successful candidate will feel comfortable defining the priorities for an infrastructure engineering team. This will involve working on new and existing projects and being able to coach and mentor others through the lifecycle of a project.
Know how to run a lean, efficient operation. The right candidate will look to measure operational results and be data driven.They will excel at using metrics, monitoring and alarming to measure and improve the operational processes and performance of their team.
Be great fun to work with. The right candidate will love what they do, innovate, inspire and most importantly instinctively know how to make work fun.
About the teamDiverse ExperiencesAWS values diverse experiences. Even if you do not meet all of the preferred 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 CultureHere 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 GrowthWe’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 BalanceWe value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.Hybrid WorkWe value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our Seattle or Dallas Fort Worth Amazon offices.Basic Qualifications
Bachelor’s degree in Computer Science, Engineering, Mathematics or a related field or equivalent work and educational experience
5+ years of experience managing teams in relevant service reliability or technical operations support
Preferred Qualifications
The right person will be highly technical, analytical and will have strong focus on operational excellence.
Strong business, operations and technical vision. Have been successful working across organizational boundaries, bringing together people with diverse perspectives and experience to find solutions
ITIL certification or equivalent and experience managing IT environments on behalf of customers.
Experience collaborating with engineering teams and managing technical communications
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 $128,600/year in our lowest geographic market up to $222,200/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.
