Principal Technical Program Manager, AWS Customer Change Management, AWS Support (ES2)

Amazon • Seattle, WA

351d • $159,300 - $275,300

About The Position

Are you passionate about driving change? AWS Enhanced Support Services (ES2) team is hiring a passionate, results-oriented Principal Technical Program Manager (TPM) who will create a program to define and own our internal communications strategy related to our critical incident, escalation and communications processes. As a TPM in ES2, you will lead a central program, researching, owning and defining how customers best consume change management communications from AWS. You will work directly with different customer persona's to define requirements for each vertical/industry and feed these requirements back as requirements for AWS Health and our internal communications processes. You will partner with AWS Sales Marketing and Global Services (Enterprise Support, Sales) to understand their needs to support customers. You will create scalable long term mechanisms to drive change and make leaders aware of emerging needs.

Requirements

• 7+ years of technical product or program management experience
• 10+ years of working directly with engineering teams experience
• 5+ years of software development experience
• Experience managing programs across cross functional teams, building processes and coordinating release schedules

Nice To Haves

• 8+ years of hands-on work managing complex technology projects experience

Responsibilities

• Own and define a vision, roadmap and long-term direction for a program that is the flywheel for customer change management, by different customer persona's/industries/verticals.
• Own and define a vision, roadmap and long-term direction for our customer facing change management program.
• Work closely with internal stakeholders to ensure that we are equipped with mechanisms to understand changes required by their customers.
• Advocate for internal stakeholders and customers and represent their voice.
• Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence.
• Assist in the design and build of solutions that are fault tolerant and scalable.
• Other duties as required by the organization, including occasional out of hours support.

Benefits

• 401k
• health_insurance
• dental_insurance
• vision_insurance
• life_insurance
• disability_insurance
• paid_holidays
• paid_volunteer_time
• tuition_reimbursement
• employee_stock_purchase_plan
• professional_development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree