Sr Manager, IT Support, Ops Tech Solutions (OTS) - Field

Operations Leadership Opportunity

Operations is at the heart of Amazon business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. Together, we take ownership for what we do whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Fulfillment Center, or delighting our customers by delivering packages directly to them.

We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Your role as a leader will be to confront obstacles others avoid and create a team that embodies our leadership principles.

Key Job Responsibilities

• Inclusively hire, train, and develop a team of IT professionals.
• Partner with other business leaders (Directors), interacting with them through the presentation of MBRs and QBRs.
• Embrace innovation and continuous improvement mechanisms.
• Develop OP1 and OP2 planning.
• Lead internal team goals (KingPin format), and participate in the delivery of S-Team goals where needed.
• Support all safety programs and OSHA compliance to ensure a safe work environment for all associates.
• Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
• Establish and maintain a positive, productive relationship with operational partners and staff.
• Lead infrastructure builds in new facilities.
• Plan, organize, schedule, and supervise the day-to-day technical support activities, including Roster (Headcount) management, troubleshooting, customer service issues, approvals, and installations.
• Measure, monitor, and maintain team's ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Develop and maintain policies, procedures, and processes.
• Oversee management of equipment and parts inventory.
• Create, manage, and support recognition and communication programs.
• Travel up to 60%.

A Day in the Life

You lead leaders of cross functional teams. You drive your managers to establish lasting mechanisms to audit their teams deliverables. As a senior manager, you are responsible for establishing the right team structure and strategy to meet business needs. You partner with customers and other teams to negotiate integration of relevant policy with business need, and contribute to policy development. You invest time to grow talent throughout your teams through collaborative development planning, coaching, and strategic project assignment. You identify future leaders, provide challenging opportunities, and facilitate exposure to senior management. You run talent reviews (talent discussions / promos) and uphold adherence to role guidelines. You ensure the performance bar is held consistently across your team and intentionally drive retention and performance management metrics. You grow a culture of collaboration and inclusion and participate in efforts to drive improvements within your organization (e.g., recruitment, Connections / Tech Survey action plans, operational excellence initiatives). To make sure everyone understands our Leadership Principles, you audit adherence and drive initiatives that show them in action. You develop your team strategy with your leadership, ensuring it is aligned and relevant to the overall organizational direction. You recognize and manage the impact change may have on your teams (e.g. program, technology, workforce, leadership, strategy, etc.) and help them navigate through the effects.

You influence cross-functional teams (e.g., that overlap in business and / or technology areas) and effectively manage customer and executive stakeholder engagement. You contribute to, and / or present strategic documents, white papers, OP1 / OP2 up to senior leaders and / or you may influence roadmaps of partner teams across other orgs. You are accountable for understanding and regularly reviewing operational costs, including optimizing labor and right-sizing the team.

You are able to get the right people in the room from partner teams, vendors, etc. to resolve significantly complex operational problems. You balance multiple competing priorities and make appropriate trade-offs; customer demand vs. resources vs. sustainability. You establish mechanisms to mitigate long-term risks and handle critical decisions and escalations. You understand the impact of a one-way door decision, review alternatives where appropriate, and use business judgement to commit to the appropriate decision. You define the operational effectiveness outcomes for your teams and align them to leadership goals, KPIs, and other relevant targets.

Benefits

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include :

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply!

About the Team

The Ops Tech Solutions (OTS) IT Delivery team is experiencing rapid growth as we expand our North American Fulfillment Center (FC) network. In this role you will provide coaching, mentoring and guidance for a diverse team of managers and engineers. You will travel to many FCs to meet members of the team, learn about the business first hand and develop relationships with General Managers and Senior Operations leaders. You will regularly manage large, cross-functional projects and interact with software developers, executives, vendors and other support teams.

You will be leading a team of IT professionals with various skill sets to provide truly innovative technical support to Amazon's Operations team who fulfill our customer promises millions of times a day. The technology varies between our different facilities, but Amazon's core IT infrastructure is fully redundant and relies upon top tier vendor hardware networked over fiber optic, copper, and wireless topologies. Your internal customers, whether human, robotic, or mechanical, use mobile computing devices, thin clients, integrated computer, and PCs running Windows, Linux, and Android operating systems to virtually and physically move e-commerce items from our suppliers into our fulfillment centers shelves, from those shelves into packaging, those packages into cars, trucks, and airplanes for delivery to front doors around the world.