Operations Program Manager, AWS Global Field Ops (GFO)

Amazon • Portland, OR

1d

About The Position

This role is with our AWS Global Field Operations – delivering a new way for
Infrastructure to our customers. AWS Global Field Operations 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 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 an Operations PM Lead (Program Manager II) who is highly
autonomous, possesses a "can do" attitude, and thrives in a fast-paced work
environment. The Operations PM Lead drives customer experience by owning the
overall program management, scheduling, coordination, and supply chain
operations associated with AWS installations and servicing efforts completed
onsite at client premises. The Operations PM Lead is responsible for building
scalable processes and deploying operational strategies that ensure required
supporting teams are at the right place at the right time, thereby enabling the
achievement of defined service-level targets (SLTs). The Operations PM Lead
continuously identifies and drives continuous process improvement initiatives
that strengthen our end-to-end operational processes and logistics efforts by
effectively partnering with internal teams, external partners, customers, and
third-party servicing providers to deliver meaningful results.

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 program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

Nice To Haves

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules

Responsibilities

• Own end-to-end program management for all assigned operational activities, partnering with leadership teams, Operations technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs).
• Drive all scheduling and coordination efforts, including resource allocation of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and managing supply/materials logistics to ensure all required materials and resources are prepared for on-schedule servicing.
• Serve as the primary operational point of contact for vendors and customers, maintaining accountability for coordinating on-site schedules and logistics, and effectively communicating requirements and status to all stakeholders.
• Manage cross-border asset transfer programs, partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets across state/province and/or country lines.
• Build and implement scalable operational processes and mechanisms that improve efficiency, reduce cycle time, and enhance customer experience across the field operations lifecycle.
• Identify operational gaps and drive resolution through data-driven decision making, process improvements, and cross-functional collaboration.
• May be required to work outside of standard working hours, including nights and/or weekends (on-call rotations and/or on-demand escalations) in support of client scheduling and/or time-sensitive operational escalations.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed