Sr. Manager, AMER Customer Success, Data Center Learning

About the position

Are you an experienced and accomplished leader excited by the challenge of defining the vision and leading teams in support of learning across Amazon's Global Data Center Operations? AWS Data Center Learning’s mission is to develop the best data center workforce on Earth. The organization is responsible for providing training, certification and career development-based learning pathways to all new and existing data center technicians world-wide. Our team is constantly looking to optimize the training experience and provide our operations teams with a work-ready workforce. Our Customer Success team is seeking an experienced Leader who is customer obsessed and believes there is always an opportunity to improve the way customers discover and engage with learning. As the leader, you'll manage and develop a team that partners directly with our Americas (AMER) AWS Data Center Operations organization to enable learning at scale. Your team will help to ensure that we are building the most important, most impactful training solutions while driving key outcomes including 'Day 1' readiness of our builders in their role and for new technologies coming into our business. You will work closely with AMER teams, with Data Center Learning managers and leadership, and with senior Operations leadership in AMER to drive awareness and adoption of Data Center Learning products and services. You and your team will help to ensure AMER AWS Data Operations is ready to deliver unparalleled safety, security, and capacity for our customers.

Responsibilities

• Manage a team that drives changes to processes, tools, and products based on customer needs.
• Have a comprehensive understanding of customers’ sentiments regarding Data Center Learning products and services.
• Raise the bar on solution quality, customer outcomes, and individual/team performance standards.
• Transform raw thoughts into actionable and measurable plans and mechanisms.
• Provide strategic, long-term perspective and context behind business and/or technology choices.
• Effectively hire, manage performance, coach, and promote team members.
• Communicate ideas effectively, verbally and in writing, to a wide range of audiences including Directors and VPs.
• Encourage constructive dialogue, harmonize discordant views, and lead the resolution of contentious issues.
• Judiciously add, refine, and remove processes to increase productivity and effectiveness.
• Empower your team to organize, analyze, and share customer feedback with organization leadership.
• Develop closed-loop mechanisms to drive toward defined goals and hold your team accountable for tracking, goal setting, and delivering results.

Requirements

• Proven experience in a leadership role within a customer-focused environment.
• Strong understanding of training and development processes.
• Excellent communication skills, both verbal and written.
• Ability to manage and develop a diverse team.
• Experience in strategic planning and execution.

Nice-to-haves

• Experience in data center operations or related fields.
• Familiarity with adult learning principles and methodologies.
• Background in technology or engineering.

Benefits

• Flexible working culture.
• Work-life harmony.
• Mentorship and career growth opportunities.
• Inclusive team culture.