Customer Operations Lead, Global Field Operations, Tech Infra Program Manager
Amazon Web Services (AWS), Arlington, VA, United States
Overview
This role is with our AWS Outposts 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.
Key Responsibilities
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, including 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 support third‑party contractors to enable a seamless client experience while meeting established SLTs
Act as point of escalation for contractors, technicians, and transportation vendors; troubleshoot issues as they arise
Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and ensuring all stakeholders and 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
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, including nights and/or weekends (on‑call rotations and/or on‑demand escalations) in support of client scheduling and/or time‑sensitive escalations.
Basic Qualifications
3+ years of technical program management experience
Speak, write, and read fluently in English
3+ years of work in data centers with an emphasis on building and equipment operation experience
Preferred Qualifications
Bachelor's degree in engineering or equivalent, or 4+ years of data center engineering or operations experience
Experience communicating clearly and concisely with leadership, stakeholders, and cross‑functional teams
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast‑paced, high‑tech company
Experience managing multiple projects in parallel through prioritization, planning, and task delegation
Experience in a client‑facing role, with the proven ability to manage and effectively communicate expectations to clients
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and supplemental life plans), EAP, mental health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement coverage, 401(k) matching, paid time off, and parental leave. The base salary range for this position is 95,300.00 – 160,000.00 USD annually. Final compensation will be determined based on factors including experience, qualifications, and location.
Job ID: A10402082
Company: Amazon Data Services, Inc.
Location: USA, VA, Arlington
#J-18808-Ljbffr
This role is with our AWS Outposts 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.
Key Responsibilities
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, including 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 support third‑party contractors to enable a seamless client experience while meeting established SLTs
Act as point of escalation for contractors, technicians, and transportation vendors; troubleshoot issues as they arise
Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and ensuring all stakeholders and 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
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, including nights and/or weekends (on‑call rotations and/or on‑demand escalations) in support of client scheduling and/or time‑sensitive escalations.
Basic Qualifications
3+ years of technical program management experience
Speak, write, and read fluently in English
3+ years of work in data centers with an emphasis on building and equipment operation experience
Preferred Qualifications
Bachelor's degree in engineering or equivalent, or 4+ years of data center engineering or operations experience
Experience communicating clearly and concisely with leadership, stakeholders, and cross‑functional teams
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast‑paced, high‑tech company
Experience managing multiple projects in parallel through prioritization, planning, and task delegation
Experience in a client‑facing role, with the proven ability to manage and effectively communicate expectations to clients
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and supplemental life plans), EAP, mental health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement coverage, 401(k) matching, paid time off, and parental leave. The base salary range for this position is 95,300.00 – 160,000.00 USD annually. Final compensation will be determined based on factors including experience, qualifications, and location.
Job ID: A10402082
Company: Amazon Data Services, Inc.
Location: USA, VA, Arlington
#J-18808-Ljbffr