Sr Tech Pm Bizops Strategy
3 months ago
5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services. The AWS Support organization is global with 15+ locations around the world. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.
Key job responsibilities
- Development of the overall Support Engineering operating structure, tactically driving teams in and outside of the organization to collaborate and deliver.
- Manage full life-cycle of complex cross-functional projects/programs/initiatives with considerable impact across multiple organizations. Partner with internal/external teams, and engineering teams to determine what initiatives move forward and in what priority order. Create, communicate, and manage budget/costing for these initiatives.
- Development and management of KPI’s, targeting continuous improvement and operational efficiency.
- Oversee gaps between teams, processes and systems, helping teams reduce exposure to classic failure modes (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, long-term impact(s) from security not considered, insufficient stakeholder review, etc.). Solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks).
- Work autonomously in an ambiguous environment, seeking to understand business problems, automation limitations, scaling factors, boundary conditions and reasons behind leadership decisions
- Develop, implement and maintain unified platform tools, information systems and leverage analytics and data visualization to support reporting and decision making process.
- Develop, implement, document and communicate new processes and procedures. Effectively communicate and train stakeholders on the processes and procedures to ensure successful implementation.
- Engage other Amazon business units globally (e.g. TAM’s or CS) to share best practices or find training's/certifications; Be an ongoing advocate for evolution to our Support Engineering team mission.
- Roll up your sleeves and do whatever is necessary; general manager / owner mentality.
- Your excellent writing skills enable reporting and white papers for senior leadership and also provide our team direction on change management or small to large size process improvement initiatives.
- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
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