Sr. Program Manager, Operational Goals & Incentivization, AWS Support Business Operations at Amazon
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Sr. Program Manager, Operational Goals & Incentivization, AWS Support Business Operations
US, TX, Dallas
machine learning
RAG
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.
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 270 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 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 10 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.
Key job responsibilities
We are looking for a talented Senior Program Manager to join the AWS Support Business Strategy, Analytics and Data Science team to lead the global goal setting framework for Support Engineering and Customer service Organization. The ideal candidate is a leader with demonstrated ability to determine goals for large organization with engineers and Operational leaders to drive right organizational outcomes. Candidate will have a strong background and expertise in goal setting strategies, review mechanisms, incentivization models to drive accountability, productivity and motivation at the lowest level and foster a customer centric culture within the Organization. A demonstrated ability to think broadly and strategically about Support Engineering teams and the ability to persuade executives to build consensus on objectives. This opportunity requires excellent problem-solving, a thorough understanding goals and its implications on people and business, 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 very important for this role.
Key responsibilities include:
• Develop and Implement goal setting framework for Support Engineering and Customer service organization spanning over 8k builders.
• Develop an incentivization model for engineers to drive accountability, productivity, customer obsession while balancing due diligence.
• Build effective monthly and quarterly review mechanisms to inspect framework and course correct.
• Be the champion for change and drive large scale educational sessions for Ops leadership group to understand and adopt goals framework.
Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
Provide strategic view and recommendations for improvements and innovate new metrics/KPIs to pilot.
We are open to hiring candidates to work out of one of the following locations:
Dallas, TX, USA | Herndon, VA, USA | Seattle, WA, USA
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 270 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 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 10 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.
Key job responsibilities
We are looking for a talented Senior Program Manager to join the AWS Support Business Strategy, Analytics and Data Science team to lead the global goal setting framework for Support Engineering and Customer service Organization. The ideal candidate is a leader with demonstrated ability to determine goals for large organization with engineers and Operational leaders to drive right organizational outcomes. Candidate will have a strong background and expertise in goal setting strategies, review mechanisms, incentivization models to drive accountability, productivity and motivation at the lowest level and foster a customer centric culture within the Organization. A demonstrated ability to think broadly and strategically about Support Engineering teams and the ability to persuade executives to build consensus on objectives. This opportunity requires excellent problem-solving, a thorough understanding goals and its implications on people and business, 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 very important for this role.
Key responsibilities include:
• Develop and Implement goal setting framework for Support Engineering and Customer service organization spanning over 8k builders.
• Develop an incentivization model for engineers to drive accountability, productivity, customer obsession while balancing due diligence.
• Build effective monthly and quarterly review mechanisms to inspect framework and course correct.
• Be the champion for change and drive large scale educational sessions for Ops leadership group to understand and adopt goals framework.
Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
Provide strategic view and recommendations for improvements and innovate new metrics/KPIs to pilot.
We are open to hiring candidates to work out of one of the following locations:
Dallas, TX, USA | Herndon, VA, USA | Seattle, WA, USA