Engagement Program Manager (Operations Excellence), AWS Trust and Safety

Engagement Program Manager (Operations Excellence), AWS Trust and Safety

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.

The Trust & Safety (T&S) Operations Excellence Program Manager (Engagement) will collaborate across all levels and roles within T&S, including with other key stakeholders to identify and develop projects aimed at improving the employee experience and engagement. This role is a global role, and will support all regions where T&S currently operates (i.e., India, Ireland, South Africa, United States of America, and Costa Rica), and will require flexible/mixed working hours to support various time zones. As part of this role, you will develop and help implement employee engagement resources, strategies, best practices and tools for people managers and builders. This role provides the opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of T&S. This role will take ownership for the leading, driving and influencing of all initiatives and projects related to employee engagement opportunities. This role will partner cross-functionally with the broader Employee Experience and HR partners, as well as the centralized program and technology teams.

This role is supporting cloud computing customers of Amazon, so the individual will have to demonstrate a technology affinity to be successful.

Key job responsibilities

1. Own the internal communication strategy framework within T&S. This will require working collaboratively with internal T&S teams for the adoption of communication strategies and development of solutions to ensure message accuracy, consistency and alignment.
2. Develop and deliver effective communication strategies that build and strengthen the brand awareness within T&S, and manage the end-to-end process of creating, editing and curating communications across T&S teams that accurately reflects and captures the tone of voice of leadership/business.
3. Own all internal T&S global communications ensuring messaging is consistent and engaging. This will require working closely with T&S cross functional stakeholders, other internal stakeholders, and content creation SME's to deliver high-quality and effective communication to the intended audience.
4. Ownership of all listening mechanisms deployed within T&S, this includes the Voice of the Builder (VOB) channels, Employee Surveys, and Gemba Walks and establishing robust measures of success for each program. This will also require establishment of feedback loop mechanisms for each program to enable ongoing process improvements.
5. Ownership and coordination of Quarterly Regional Townhalls/All-Hands within AMER, EMEA & APAC.
6. Ownership of running and continuously improving the T&S Rewards & Recognition program.
7. Oversight and coordination of Diversity, Equity & Inclusion (DEI) and Employee Wellness programs and initiatives deployed within T&S. This will require close collaboration with the DEI & Wellness centralized program owners, HR partners and T&S leadership.
8. Own all global communication related to change management efforts within T&S. This will require close collaboration with the T&S change management program.
9. Collaboration with T&S Chief of Staff to address communication and engagement needs identified or required by the T&S Director/T&S Leadership.
10. Own deployment of the Day 1 Culture Program (D1C) within T&S. This will require close collaboration with the D1C centralized program owners, HR partners and leadership.
11. Use strong analytical skills and ability to translate metrics, research, and trends to identify opportunities, and initiatives for improvement. Set performance goals and metrics, timelines and a formal tracking process to measure and manage progress on all T&S Engagement initiatives.
12. Support the T&S Head of Operations with insights, advice, and data to enhance overall team efficiency, and work alongside other operations leaders to drive key priorities.

About the team
AWS Trust & Safety (T&S) is a global team that helps protect against abusive use of AWS services while simultaneously working to build trust with AWS's customers, partners, and other stakeholders. T&S engages with a variety of stakeholders to understand cloud infrastructure-related trust and safety issues, develop fit-for-purpose frameworks to assess and minimize risks for AWS's customers, and develop guidelines and processes for responding to trust and safety issues. Our team members display a solid understanding of AWS's cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters.

BASIC QUALIFICATIONS

1. 3+ years of program or project management experience - Defining program requirements and using data and metrics to determine improvements. Leading and Driving end to end delivery on process improvements, and communicating results to senior leadership.
2. 3+ years of working cross functionally with tech and non-tech teams experience, with strong written and verbal communication skills in English.
3. Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization.
4. Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL.
5. Bachelor's degree. In lieu of a degree, additional years of hands-on experience. 4+ years of communications or employee engagement experience, preferably within a complex environment. Excellent strategic, analytical, written and verbal communication skills, and using these skills to be able to motivate and influence leadership, stakeholders, and peer groups. Strong knowledge and understanding of current trends in the T&S landscape as well as employee experience/engagement landscape.

PREFERRED QUALIFICATIONS

1. As this role supports a T&S technical team, it is ideal that the candidate have a certification or experience operating within a T&S environment or equivalent, and have familiarity with Web Technologies and the Internet (preferably cloud computing). Strong crisis management communications experience. Understanding of social issues impacting T&S and ability to communicate complex topics effectively.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.