Description

　　Amazon strives to be the world’s most customer-centric company, where customers can research and purchase anything they might want online or offline. 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 165 fully featured services from data centers globally. Amazon Web Services, Inc. provides services for broad range of applications including compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), security, and application development, deployment, and management.

　　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 a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services. The AWS Support organization is global with 17 locations around the world. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.

　　Program Manager – Capacity is a newly created role where we are looking for an exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who has the ability to contribute major new innovations in the industry to join us as Program Manager. They will experience a wide range of problem solving situations, strategic to real-time, requiring extensive use of data collection and analysis. The ideal candidate is a leader with demonstrated ability to learn new capacity planning methodologies process mapping, process roll out and organization adherence to new processes. This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential. A strong record of customer advocacy and influence without authority is important for this role.

　　The successful candidate will work in lock-step with multiple business teams, AWS Support Ops, Finance and Leadership. They will:

　　Build and implement capacity plans for hiring and staffing across AWS Support that will allow organization to scale to customer demand in the coming years

　　Lead projects to define and align Operations support teams to deliver on capacity plan

　　Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency

　　Coordinate with Operations, Capacity Planning, Finance, and local site workflow teams to maintain and update staffing plans.

　　Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.

　　Lead Projects to improve planning efficiency and support worldwide network of business units, and operational centers.

　　Monitor performance by analyzing performance statistics and financial results; evaluating staffing schedules to match contact volumes; evaluating potential productivity, quality, and customer-service standards; identifying and resolving problems; determining system and process improvements.

　　Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations

　　Promote process improvement and standardization of processes across all operational sites in the network.

　　Professional traits that is not unique to this position, but necessary for Amazon leaders:

　　Exhibits excellent judgment

　　Has relentlessly high standards

　　Thinks strategically, but stays on top of tactical execution

　　Expects and requires innovation of her/his team

　　Thinks big and has convictions

　　Is results oriented

　　Knowledge of or experience with spoken language understanding technologies a plus

　　Prior background working with operations for business-critical services, including estimating resource requirements, defining metrics, and driving improvements to operational processes

　　Knowledge of software development life cycle and SCRUM practices

　　Experience communicating with users, other technical teams, and management to collect requirements, evaluate alternatives, and develop processes and tools as needed to support the organization.

　　Excellent communication skills with stakeholders, peers and executives, and the ability to generate and communicate meaningful metrics representing end-user experiences for speech products and services

　　Comfortable working in a fast paced, highly collaborative, dynamic work environment

　　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:

　　Houston, TX, 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

　　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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

　　Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

　　Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

　　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. Applicants should apply via our internal or external career site.