Senior Operations Manager (AWS Premium Support)

Last updated 1 hours ago
Location:Sydney
Job Type:Full Time

About Us

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies.

AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services. As a senior member of the AWS Support Leadership team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.

About the Role

As a Senior Operations Manager, you will inspire and lead Managers to provide exceptional leadership & management across our support organization. You have a passion for cloud technology and operational excellence, and provide our customers with an exceptional experience. You have exceptional people management skills and demonstrate an ability to deliver through others. You will be able to effectively engage with all levels of the organization to deliver key outcomes for the business.

You will be accountable for providing our customers with an exceptional support experience and helping them in their time of need with highly technical and customer focused service. You will own the strategic direction and deliver on key customer initiatives to continually develop and drive best practice through the Support business.

Responsibilities
  • Strategic Planning and Execution
  • Team and Performance Management
  • Increase Staff Engagement Levels
  • Operational Excellence
  • Recruiting and Hiring
  • Incident and Escalations Management
  • Senior Leadership and Customer Engagement

    BASIC QUALIFICATIONS

  • 10+ years’ experience in managing engineering teams in high-paced operations environment with 5+years as a senior manager with a track record of success.
  • Innovative-thinking balanced with a strong customer and quality focus
  • Experience handling large enterprise technical customer escalations
  • Exceptional people leadership and engagement skills and demonstrated ability to inspire and motivate large teams of 50+
  • Able to work in a diverse team

    PREFERRED QUALIFICATIONS

  • Prior experience in a technical role is desirable
  • Technical experience in AWS services
  • Project and program management experience in delivering key business outcomes. Strong record of driving projects to improve and support-related processes and the right technical support experience.
  • Excellent verbal and written communication skills
  • Engineering, Computer Science, IT Degree or equivalent experience.
• MBA or equivalent experience.

Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.