Amazon Data Services, Inc.
Operations, IT, Support Engineering, Tech Infrastructure Prgrm Mgmt, Cloud Computing
CustomerOperationsLead,GlobalFieldOperations,TechInfraProgramManager
Neural analysis suggests this role is
optimal for Lead candidates.
“Customer Operations Lead, Global Field Operations, Tech Infra Program Manager at Amazon Data Services, Inc.. Skills: Customer operations, Program management, Supply chain. Lead program management efforts. Serve as program manager for orders”
What You'll Achieve.
Achieve defined service-level targets; Deliver meaningful results for clients; Deliver meaningful results for teams; Meet established SLTs
Industry & Context.
Troubleshooting
On-call rotations, On demand escalations
What They're Looking For.
Must Have
3+ years technical program management, Speak, write, and read English fluently, 3+ years data center experience, Building and equipment operation experience
Nice to Have
Bachelor's degree in engineering, 4+ years data center engineering, 4+ years data center operations experience, Communicate clearly with leadership, Communicate clearly with stakeholders, Communicate clearly with cross-functional teams, Prioritize multiple assignments, Handle multiple assignments, Maintain commitment to deadlines, Experience in fast-paced company, Experience in high-tech company, Manage multiple projects in parallel, Client-facing role experience, Manage client expectations, Communicate client expectations
What You'll Do.
Lead program management efforts
Serve as program manager for orders
Partner with leadership teams
Partner with Operations technicians
Partner with service support teams
Partner with third-party partners
Deliver against established SLAs
Lead scheduling efforts
Lead coordination efforts
Formalize assignments of technicians
Coordinate travel schedules
Align travel with customer requirements
Navigate supply/materials logistics
Ensure materials and human capital prepared
Serve as primary point of contact
Maintain accountability for coordinating schedules
Maintain accountability for coordinating logistics
Communicate requirements to teams
Communicate requirements to partners
Program manage asset transfers
Minimize delays in material delivery
Minimize delays in asset delivery
Partner with third-party contractors
Enable seamless client experience
Meet established SLTs
Act as point of escalation
Troubleshoot contractor issues
Troubleshoot technician issues
Troubleshoot transportation issues
Foster open communication
Foster effective communication
Minimize learning curve
Ensure stakeholders aligned around expectations
Ensure customers aligned around expectations
Track operational efficiencies
Develop mechanisms to enhance operations
Develop processes to enhance operations
Implement improvements to internal processes
Implement improvements to external processes
Drive strategic initiatives
Improve supply chain efficiency
Improve overall cost structure
Work cross-functionally across Amazon teams
Identify best practices
Identify process improvement efforts
Apply process improvement efforts
Ensure focus on client servicing
Work outside standard hours
Support client scheduling
Support time-sensitive escalations
How You'll Work.
Team & Collaboration
Cross-functional teams; Internal partners; External partners; Third-party partners; Leadership teams; Service support teams
Communication Scope
Customer communication; Stakeholder communication
Process & Methodology
Program management, Scheduling, Coordination
Full Job Description
This role is with our AWS Outposts Operations team – delivering a new way for Infrastructure to be delivered to our customers. AWS Outposts brings native AWS services, infrastructure, and operating models to virtually any data center, co-location space, or on-premises facility. Customers can now use the same AWS APIs, tools, and infrastructure across their on-premises and the AWS cloud to deliver a truly consistent hybrid experience. The provided AWS Outposts infrastructure is fully managed, maintained, and supported by AWS directly to deliver access to the latest AWS capabilities for our customers. We are looking for a Customer Operations Lead who is highly autonomous, possesses a “can do” attitude, and thrives in a fast-paced work environment. The Customer Operations Lead plays a key role in providing customer experience by facilitating the overall program management, scheduling, coordination, and supply chain leadership associated with AWS installations and servicing efforts completed onsite at Client premises. The Customer Operations Lead is responsible for developing processes and deploying strategies that ensure required material and supporting teams are at the right place at the right time, thereby enabling the achievement of defined service-level targets (SLTs). The Customer Operations Lead continuously seeks out and implements continuous process improvement initiatives that strengthen our end-to-end supply chain, operations, and logistics efforts by effectively engaging with internal and external partners and customers as well as third-party servicing providers to deliver meaningful results for our clients and teams. AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation
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