Amazon.com Services LLC
Operations, IT, Support Engineering, alexa and amazon devices
EnterpriseSupportManager,DevicesandServicesEnterpriseSupport(DES)
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“Enterprise Support Manager, Devices and Services Enterprise Support (DES) at Amazon.com Services LLC. Skills: Enterprise support, Team management, Operational health. Own management of daily operations. Own on-call shift coverage”
What You'll Achieve.
Meet SLA adherence; Meet customer satisfaction scores; Deliver value to the business
Industry & Context.
Independent problem-solving; Troubleshooting; Gap analysis
On-call shift coverage
What They're Looking For.
Must Have
5+ years of managing experience, Experience with service delivery, Experience with service level management, Experience formulating training strategies, Experience implementing performance improvement strategies, Experience working cross-functionally with stakeholders, Experience working cross-functionally with users, Experience working cross-functionally with engineers, Experience working cross-functionally with leaders
Nice to Have
Bachelor's degree in Engineering, Bachelor's degree in Computer Science, Bachelor's degree in a related technical field, Experience driving projects to improve operations, Experience driving projects to improve support-related processes, Experience handling large enterprise technical customer escalations, Experience in AWS services, Experience in project management, Experience in program management, Experience delivering key business outcomes
What You'll Do.
Own management of daily operations
Own on-call shift coverage
Own ticket volume management
Lead a team of engineers
Coach a team of engineers
Develop a team of engineers
Build a culture of accountability
Build a culture of continuous growth
Build a culture of independent problem-solving
Analyze key performance metrics
Identify levers for improvement
Engage with internal teams
Measure customer value
Measure customer pain points
Design controlled experiments
Execute controlled experiments
Work with business stakeholders
Improve mechanisms for delivery
Prepare business reviews
Present business reviews
Deep dive into partner cases
Identify trends in cases
Support team in gap analysis
How You'll Work.
Team & Collaboration
Cross-functionally with Product; Cross-functionally with Engineering; Cross-functionally with Business Development; Cross-functionally with Solution Architecture; With business stakeholders
Communication Scope
Business reviews
Process & Methodology
Project management, Program management
Full Job Description
We are looking for an experienced Technical Enterprise Support Manager to lead and scale our Enterprise Support Engineering team within DES. In this role, you will own the operational health of a globally-distributed support organization, drive measurable improvements in partner satisfaction and SLA performance, and build the mechanisms that allow DES to scale across new lines of business. You will manage a team of Enterprise Support Engineers and will be setting the bar for technical excellence, accountability, and continuous improvement. You'll work cross-functionally with Product, Engineering, Business Development, and Solution Architecture teams to deeply understand partner needs and translate them into support strategies that deliver real value. This is a leadership role that requires equal parts operational rigor and people development - someone who can dive deep into case data and coach team members. Key job responsibilities * Own management of daily operations, on-call shift coverage, and ticket volume to ensure DES meets SLA adherence and customer satisfaction scores * Lead, coach, and develop a team of Enterprise Support Engineers while building a culture of accountability, continuous growth, and independent problem-solving and relevant technical skills * Analyze key performance metrics for Enterprise Support and identify levers for improvement * Engage with partners and internal teams to deeply understand and measure customer value and pain points * Identify, design and execute controlled experiments to drive efficiencies in Enterprise Support * Regularly work with business stakeholders across each line of business to drive value * Incrementally improve mechanisms (WBRs, QBRs, SOPs, trainings) to deliver value to the business * Prepare and present business reviews to the senior product, engineering and BDSA management teams * Deep dive into partner cases to identify trends and support the team in gap analysis to improve customer satisfaction scores About
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