Customer Operations Lead, Global Field Operations

Customer Operations Lead, Global Field Operations

DESCRIPTION

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:

1. 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)
2. 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
3. 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
4. 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
5. Partner with and/or supporting third-party contractors to enable a seamless client experience while meeting established SLTs
6. Act as point of escalation for contractors, technicians, and transportation vendors; trouble-shooting issues as they arise
7. 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
8. 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
9. Drive cross-functional strategic initiatives to improve supply chain efficiency and overall cost structure
10. Work cross-functionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts
11. Using English to conduct day-to-day business, both internally across Amazon and with external customers, as appropriate
12. May participate in efforts to train and/or mentor new employees, ensuring a consistent focus on best-in-class client servicing
13. 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.

BASIC QUALIFICATIONS

1. 2+ years of experience working in a program management capacity required
2. Degree in a technical field or 4+ years of relevant work experience in a data center operations environment
3. Demonstrated ability to manage multiple projects - prioritization, planning and task delegation

PREFERRED QUALIFICATIONS

1. Experience in a client-facing role, with the proven ability to manage and effectively communicate expectations to clients
2. Strong interpersonal, written, and verbal communication skills, with experience communicating at all levels within an organization
3. 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
4. Advanced experience with analysis tools including Microsoft Excel, SQL, and statistics software
5. 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.