Senior Program Manager, AWS Support Tooling Automation and Augmentation - Amazon

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. We are seeking an experienced Senior Program Manager who wants to join a team where you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success. The Tooling, Automation and Augmentation team within AWS Support focuses on preventing issues based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we invest in technology to eliminate the root cause defects that cause AWS customers to seek help, build self-service tools to resolve their issues on their own without waiting for help from AWS, and provide our Support Engineers and Associates with the tools that automate routine steps and help them deliver consistent, efficient, quality resolution. Our team includes Product Managers, Program Managers, SDEs, and a range of operational and other specialty roles, and we operate at scale, spanning 50+ global locations. We are looking for a Senior Program Manager with a strong sense of ownership, who has experience organizing, designing and executing on program roadmaps & plans, in an ambiguous and complex environment. The leader will be responsible for driving strategic planning and the execution of large, complex launches across multiple organizations. This role requires working with and influencing Amazon product and tech teams across businesses and geographies. The ideal candidate will be passionate about customer experience, innovation, and cross-team partnerships to deliver business impact. You will partner with multiple Program, Product and Tech Teams to deliver a better customer experience. You will have the opportunity to create significant impact on our systems, our business and most importantly, our Customers About the team 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. Basic Qualifications - 5+ years of program or project management experience - Experience using data and metrics to determine and drive improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership Preferred Qualifications - 2+ years of driving process improvements experience - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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.