Technical Operations Manager, AWS Health and Event Management

4 days ago


Seattle, Washington, United States Amazon Full time

About the Role

The AWS Health and Event Management team is seeking an experienced Operations Manager to join their global team. As an Operations Manager, you will be responsible for the day-to-day management, development, coaching, and engagement of highly skilled Escalation Engineers who deliver an extraordinary customer experience in every interaction.

This role involves facilitating Service Team communications for AWS Service Impacting Events or Changes as well as Escalations related to AWS Support. You will work closely with peers to drive initiatives and outcomes at the local and global level.

Key Responsibilities

  • 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.

About You

The ideal candidate will have a proven track record in recruiting and retaining top talent and excel in day-to-day people and performance management tasks. You should have a strong understanding of Operational Excellence, improving customer experience, and associated Technical Communications.

The right candidate will have past experience identifying and removing technical ambiguity and apply problem management methodologies. They will also need an architectural understanding of Cloud services and dependencies and be able to interact with system development engineers and service owners.

About Amazon

Amazon is committed to a diverse and inclusive workplace. We value work-life harmony and strive for flexibility as part of our working culture. 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

  • Strong business, operations, and technical vision.
  • ITIL certification or equivalent and experience managing IT environments on behalf of customers.
  • Experience collaborating with engineering teams and managing technical communications.


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