What are the responsibilities and job description for the Manager (TPM), AWS Service Engagement position at Amazon Web Services (AWS)?
Description
Amazon Web Services has an opening for a Manager (TPM), Service Engagement to grow and promote the AWS Support Experience Owner (SXO) and Service Quotas (SQ) business programs globally. As a TPM manager overseeing this space, you will be responsible for understanding the vision of these programs and the potential they have to impact our customers on a global scale. The scope for this role will include collaboration with AWS leadership to ensure alignment between Services and the Support organization, focusing on streamlining operating procedures and engagement models, developing cross-organizational strategy, and building mechanisms and automation for efficiency. This role focuses on full lifecycle program & project management, using data analysis to drive continuous improvement. You will use your influence skills to drive conversations that make AWS better for our customers.
Key job responsibilities
As a Manager (TPM), you will
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred 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.
Basic Qualifications
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $147,200/year in our lowest geographic market up to $254,500/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.
Company - Amazon Web Services, Inc.
Job ID: A2824866
Amazon Web Services has an opening for a Manager (TPM), Service Engagement to grow and promote the AWS Support Experience Owner (SXO) and Service Quotas (SQ) business programs globally. As a TPM manager overseeing this space, you will be responsible for understanding the vision of these programs and the potential they have to impact our customers on a global scale. The scope for this role will include collaboration with AWS leadership to ensure alignment between Services and the Support organization, focusing on streamlining operating procedures and engagement models, developing cross-organizational strategy, and building mechanisms and automation for efficiency. This role focuses on full lifecycle program & project management, using data analysis to drive continuous improvement. You will use your influence skills to drive conversations that make AWS better for our customers.
Key job responsibilities
As a Manager (TPM), you will
- Own the development of program strategy (3YP, OP docs, narratives) to shape the Service Engagement and Service Quotas business programs.
- Collaborate effectively with global AWS Support Experience Owners and Service Group Owners to build & deploy SOPs and models for engagement and scale Service Quota (SQ) efforts.
- Lead technical and complex projects by anticipating bottlenecks, providing escalation management, making tradeoffs, and balancing the business needs.
- Foster strong relationships with AWS Service Teams, building bridges that enable improvement and long-term customer impact.
- Collaborate with Operations leadership to prioritize projects and initiatives that will have the greatest impact on our customers.
- Deliver general Customer Connection (C2) customized team training sessions to help attendees understand the customer experience when they open a Support case
- Build/maintain/improve the data analytics tools our Support Experience Owners use in their Service engagement work, and be able to analyze data yourself to recommend improvement projects.
- Introduce efficiencies and mechanisms to reduce engagement effort for partner Operations teams.
- Pursue and complete projects that drive overall program growth, quality, and efficacy, and innovate where the programs can do more to deliver a world-class solutions
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred 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.
Basic Qualifications
- 5 years of technical program management working directly with engineering and operations teams
- Bachelor’s degree in engineering or technical or related field.
- Demonstrated experience with full program lifecycle ownership, from development to launch to continuous improvement.
- Demonstrated experience with data analysis and data analytics software and technologies (Tableau, QuickSight, Power BI, SQL).
- Excellent oral and written communication skills; this includes skill in collaborating with technical subject matter experts where needed to help deliver successful SOPs.
- Strong judgment and decision making; attention to detail and organization skill.- Experience with technical customer service organizations and/or cloud computing technologies.
- Experience or certification in common defect reduction methodologies (e.g. Lean Six Sigma or similar).
- PMP Certification
- Master’s Degree in a related field (technical).
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $147,200/year in our lowest geographic market up to $254,500/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.
Company - Amazon Web Services, Inc.
Job ID: A2824866
Salary : $147,200 - $254,500
