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

$128,600 - $222,200/Yr

Amazon - Seattle, WA

Full-time - Manager

Seattle, WA

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 managing day-to-day operations, developing team members, and driving strategic initiatives to improve service delivery within AWS. The manager will work closely with various stakeholders, including directors and vice presidents, to ensure effective communication and resolution of service-impacting events.

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 initiatives and 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.
• 5+ years of experience managing teams in service reliability or technical operations support.
• Strong operational excellence skills and a track record of improving customer experience.
• Experience in recruiting, mentoring, and retaining top talent.
• Understanding of operational excellence and technical communications.
• Project and product management experience.

Nice-to-haves

• ITIL Certification
• Experience with AWS services and cloud architecture
• Strong analytical skills
• Ability to work across organizational boundaries
• Experience in managing IT environments on behalf of customers.

Benefits

• Competitive salary
• Comprehensive health insurance
• 401(k) retirement plan
• Flexible work hours and hybrid work options
• Employee discounts
• Career development and mentorship programs
• Work-life balance initiatives