As a member of the AWS team, you will be at the forefront of Cloud technologies with interactions across the full breadth of AWS services. You will be surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success. We are seeking a visionary executive with strong leadership, operational and business skills to set the vision and direction for the AWS Customer Service function. The leader will manage a multinational team with teams in Seattle, Washington DC, Dublin, Cape Town, Costa Rica, Sydney with indirect teams also located in China and Japan.
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Shape and execute the vision for the AWS Customer Service. Help define the next 12-24 month customer service and self-service roadmap. Drive the full definition of and delivery against the new capabilities specified in the roadmap.
Plan and conduct periodic business reviews with AWS teams to influence and evangelize with Senior Leadership in AWS. Ensure AWS customer feedback is incorporated into business plans, product roadmaps and feature development.
Develop and build an organizational structure that aligns the talent to the strategic objectives for the group. This leader will be responsible for continuing to scale up and build an extremely high caliber team.
Develop and deliver on key metrics and performance indicators to measure overall customer experience and financial performance and provide a foundation for continuous improvement.
Drive customer communication during customer impacting events (e.g. outages, billing issue, price changes, etc.)
Drive products, processes and organizational changes that improve the customer service teams efficiency and effectiveness while enhancing the customer experience
Work with other customer facing stakeholders across sales, marketing etc and deliver on an increased scope of customer service to enable better onboarding, customer solution focused pre-sales.
Basic Qualifications
Proven experience in managing large scale operations (CS or equivalent operational teams) is a must; preferably in an IT organization
Proven strong leadership skills to manage changes and critical issues in a highly dynamic environment
Proven record of strong analytical and business acumen at building and delivering high performing businesses
Proven ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams.
Proven strong customer facing skills required to drive customer communications
Master’s degree or equivalent, preferably in Computer Sciences or business.
Preferred Qualifications
Deep experience with AWS service offerings
Strong experience with quality engineering, process improvement, and operational excellence.
This leader will have the intellectual capacity to look at a wide array of options and identify what truly matters.
Experience with AWS, Cloud Computing or technical support industry
Experience with pre-sales in the IT industry
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