Technical Operations Manager, AWS Health and Event Management , AWS HEM

$128,600 - $222,200/Yr

Amazon - Portland, OR

Full-time - Manager

Portland, OR

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Technical Operations Manager for AWS Health and Event Management (HEM) is responsible for leading a team of Escalation Engineers to enhance customer experience and operational excellence. This role involves strategic planning, team development, and collaboration with various stakeholders to ensure effective communication during AWS service impacting events. The manager will focus on building a world-class support engineering team while driving improvements in service delivery and customer satisfaction.

Responsibilities

• Manage the day-to-day operations of the Escalation Engineers team.
• Develop, coach, and engage team members to deliver exceptional customer experiences.
• Drive improvements in customer experience and operational excellence across the Health and Event Management team.
• Define goals and metrics to support team strategy and initiatives.
• Collaborate with peers to drive local and global outcomes.
• Provide the voice of the customer to internal AWS teams based on day-to-day experiences.

Requirements

• Bachelor's degree in Computer Science, Engineering, Mathematics, or a related field or equivalent work experience.
• 5+ years of experience managing teams in service reliability or technical operations support.
• Strong understanding of operational excellence and improving customer experience.
• Experience in project and product management, with the ability to define priorities for an engineering team.
• Ability to measure operational results and use data-driven metrics to improve processes.

Nice-to-haves

• ITIL certification or equivalent experience managing IT environments.
• Strong business, operations, and technical vision with experience working across organizational boundaries.
• Experience collaborating with engineering teams and managing technical communications.

Benefits

• Comprehensive medical, financial, and other benefits package.
• Equity and sign-on payments as part of total compensation.
• Flexible working culture to support work-life balance.