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

Amazon.com, Inc.•San Francisco, CA

54d

About The Position

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. 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 they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain - and we're looking for talented people who want to help. You'll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You'll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you'll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

Requirements

3+ years of technical infrastructure management experience
3+ years experience with data center equipment and rack build/installation efforts
English language proficiency is required (speaking, reading, and writing)

Nice To Haves

Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end-to-end project management
Degree in a technical field or 4+ years of relevant work experience in a data center operations environment
Experience in a client-facing role, with the proven ability to manage and effectively communicate expectations to clients
Ability to operate autonomously and manage to a schedule - excellent prioritization and time management; proven ability to think and act in a high-energy, fast-paced business environment

Responsibilities

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