Customer Operations Lead, Global Field Operations

• 2+ years of experience working in a program management capacity required.

• Degree in a technical field or 4+ years of relevant work experience in a data center operations environment.

• Demonstrated ability to manage multiple projects - prioritization, planning, and task delegation.

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

This role is with our AWS Global Field Operations team – delivering a new way for Infrastructure to be delivered to our customers. AWS Outposts brings native AWS services, infrastructure, and operating models to virtually any data center, co-location space, or on-premises facility. Customers can now use the same AWS APIs, tools, and infrastructure across their on-premises and the AWS cloud to deliver a truly consistent hybrid experience. The provided AWS Outposts infrastructure is fully managed, maintained, and supported by AWS directly to deliver access to the latest AWS capabilities for our customers.

We are looking for a Customer Operations Lead who is highly autonomous, possesses a “can do” attitude, and thrives in a fast-paced work environment. The Customer Operations Lead plays a key role in providing an outstanding customer experience by facilitating the overall program management, scheduling, coordination, and supply chain leadership associated with AWS installations and servicing efforts completed onsite at Client premises.

The Customer Operations Lead is responsible for developing processes and deploying strategies that ensure required material and supporting teams are at the right place at the right time, thereby enabling the achievement of defined service-level targets (SLTs).

Key job responsibilities

As a Customer Operations Lead, you will lead program management efforts associated with installations, break/fix, and retrieval activities, thereby enabling an optimized customer experience, through an unyielding focus on the following key activities:

• Serve as the program manager for all orders within the assigned region, partnering with leadership teams, Operations technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs).
• Lead all scheduling and coordination efforts, to include formalizing assignments of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and navigating supply/materials logistics to ensure all required materials and human capital are prepared for on-schedule servicing.
• Serve as the primary point of contact for customers, maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to all applicable teams and partners.
• Program manage efforts related to transferring assets across state/province and/or country lines, partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets.
• Partner with and/or supporting third-party contractors to enable a seamless client experience while meeting established SLTs.
• Act as point of escalation for contractors, technicians, and transportation vendors; troubleshooting issues as they arise.
• Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and ensuring all customers are aligned around expectations and next steps at all times.
• Leverage data to track operational efficiencies, and develop mechanisms and processes to further enhance operations, as appropriate; Partner with leadership and SME teams to implement improvements to internal/external processes.
• Drive cross-functional strategic initiatives to improve supply chain efficiency and overall cost structure.
• Work cross-functionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts.
• Using English to conduct day-to-day business, both internally across Amazon and with external customers, as appropriate.
• May participate in efforts to train and/or mentor new employees, ensuring a consistent focus on best-in-class client servicing.
• May be required to work outside of standard working hours, to include nights and/or weekends (on-call rotations and/or on-demand escalations) in support of client scheduling and/or time-sensitive escalations.

Travel Requirement:

Frequent travel (20% on average to both domestic and international client locations) required.

A day in the life

The Customer Operations Lead continuously seeks out and implements continuous process improvement initiatives that strengthen our end-to-end supply chain, operations, and logistics efforts by effectively engaging with internal and external partners and customers as well as third-party servicing providers to deliver meaningful results for our clients and teams.

About the team

About AWS Diverse Experiences Amazon 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.

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.

Inclusive Team Culture

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship and 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.

Minimum Qualifications

• Experience in a client-facing role, with the proven ability to manage and effectively communicate expectations to clients.
• Strong interpersonal, written, and verbal communication skills, with experience communicating at all levels within an organization.
• Ability to operate autonomously and manage to a schedule – excellent prioritization and time management; proven ability to think and act in a high-energy, fast-paced business environment.
• Advanced experience with analysis tools including Microsoft Excel, SQL, and statistics software.
• Warehousing, supply chain, inventory management, finance, and/or vendor management experience.

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 this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.