11 Sr. Technical Program Manager, AWS Support Customer Experience Jobs in WA, WA
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Amazon is Hiring a Sr. Technical Program Manager, AWS Support Customer Experience Near WA, WA
DESCRIPTION
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
AWS Support is seeking an experienced Technical Program Manager who wants to join a team where you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success. This role will directly influence the experience of customers when they need help from AWS Support.
The Customer Experience (CX) team within the AWS Support organisation is looking for a talented and highly motivated individual to own goals and manage technical programs to bring together user research and voice-of-customer within a data driven CX mechanism. From this, you will provide insights and recommendations to Support business leaders on how we can improve on our customers experience when they interact with us. Our programs are broad and highly cross-functional, with each day bringing new challenges and opportunities. We look for people who can build structure in ambiguous and dynamic environments. In return, we offer mentoring and coaching for a career development path with the opportunity to make a difference in one of the fastest growing businesses in the world.
Key job responsibilities
- Develop a deep understanding of sentiment across the customer journey and act as an advisor to Support businesses
- Continuously evaluate, enhance, and consolidate relevant customer feedback data sources
- Lead efforts to improve organization wide Voice-of-Customer (VoC) tooling and processes
- Build foundational capabilities for user research data, measurement, and governance
- Turn insights into action by working closely with stakeholders across AWS Support
- Own the VoC infrastructure and data architecture, ensuring the right data is shared with stakeholders, with the right insights at the right time for them to take appropriate action to improve CX
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
We are open to hiring candidates to work out of one of the following locations:
Bellevue, WA, USA | Dallas, TX, USA | Herndon, VA, USA | Seattle, WA, USA
BASIC QUALIFICATIONS
- 5 years of technical product or program management experience
- 5 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
- Experience building and evaluating system-level technical design
- Demonstrated knowledge of a variety of VOC collection mechanisms; such as survey design and research methods
PREFERRED QUALIFICATIONS
- 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
- Working knowledge of statistics concepts. Experience applying statistical techniques analyzing and interpreting a mix of qualitative and quantitative data to provide recommendations in a matrix organization
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $119,000/year in our lowest geographic market up to $231,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Job Summary
Full Time
Transportation
$137k-173k (estimate)
03/20/2024
04/23/2024
RANDALLSTOWN, MD
25 - 50
2018
$50M - $200M
Transportation
