Customer Operations Lead, Global Field Operations, Tech Infra Program Manager

AWS Outposts Operations Team Customer Operations Lead

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 an outstanding 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.

Key job responsibilities as a customer operations lead include :

• Serve as the program manager for all orders within the assigned region, partnering with leadership teams, operations technicians, service support teams, and third-party partners to deliver against established service level agreements (slas)
• Lead all scheduling and coordination efforts, to include formalizing assignments of technicians and / or third-party technicians, coordinating travel schedules to align with customer requirements, and navigating supply / materials logistics to ensure all required materials and human capital are prepared for on-schedule servicing
• Serve as the primary point of contact for customers, maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to all applicable teams and partners
• Program manage efforts related to transferring assets across state / province and / or country lines, partnering with applicable internal and external teams to minimize delays in the delivery of required materials / assets
• Partner with and / or supporting third-party contractors to enable a seamless client experience while meeting established slts
• Act as point of escalation for contractors, technicians, and transportation vendors; trouble-shooting issues as they arise
• Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and ensuring all stakeholders and customers are aligned around expectations and next steps at all times
• Leverage data to track operational efficiencies, and develop mechanisms and processes to further enhance operations, as appropriate; partner with leadership and sme teams to implement improvements to internal / external processes
• Drive cross-functional strategic initiatives to improve supply chain efficiency and overall cost structure
• Work cross-functionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts
• May participate in efforts to train and / or mentor new employees, ensuring a consistent focus on best-in-class client servicing
• May be required to work outside of standard working hours, to include nights and / or weekends (on-call rotations and / or on demand escalations) in support of client scheduling and / or time-sensitive escalations

About the team

Why AWS Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating that's why customers from the most successful startups to global 500 companies trust our robust suite of products and services to power their businesses. Diverse experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Work / life balance we value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve. Inclusive team culture AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. Mentorship and career growth we're continuously raising our performance bar as we strive to become earth's best employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic qualifications

Preferred qualifications

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles county applicants : job duties for this position include : work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the company's reputation. Pursuant to the Los Angeles county fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco fair chance ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https : / / amazon.jobs / content / en / how-we-hire / accommodations for more information. If the country / region you're applying in isn't listed, please contact your recruiting partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $85,800 / year in our lowest geographic market up to $185,000 / year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and / or other benefits. For more information, please visit https : / / www.aboutamazon.com / workplace / employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.