Technical Operations Manager, AWS Health and Event Management
7 days ago
We are seeking an experienced Technical Operations Manager to join our AWS Health and Event Management team. As a key member of our team, you will be responsible for the day-to-day management, development, and coaching of highly skilled Escalation Engineers who deliver an extraordinary customer experience in every interaction.
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.
We are looking for a people manager with strong operational excellence skills, a track record of improving customer experience, and experience in developing, motivating, and mentoring a world-class support engineering team. You should 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 applying problem management methodologies.
What We OfferAt Amazon, we value diversity, equity, and inclusion. We are committed to creating a workplace where everyone feels welcome and valued. We offer a range of benefits, including competitive pay, comprehensive health insurance, and a 401(k) plan. We also offer opportunities for professional growth and development, including training and education programs, mentorship, and career advancement opportunities.
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.
- 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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