Head of Global Media & Entertainment Enterprise Support

Amazon Web Services
 Herndon, VA

Desciption

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

The AWS Support team is seeking an Head of Global Media & Entertainment Enterprise Support that enjoys solving problems, working with customers, and who has a background from a variety of different fields. If you have experience leading teams responsible for building or managing full application stacks from the system (Linux or Windows) up through a custom application, managing part of a network from layer 3 and higher, or web-related programming that includes the consumption of web services, we’d like to talk with you!

You will be surrounded by people who are incredibly smart, passionate about cloud computing, and believe that world class support is critical to customer success. Every day will bring new and exciting challenges on the job while your team:

· Manages assigned subset of key customers account portfolio, within the Global Media & Entertainment enterprise support vertical.

· Oversee support cases, and completes analysis and presents periodic reviews of operational performance to customer

· Provides detailed reviews of service disruptions, metrics and detailed pre-launch planning

· Makes recommendations on how new AWS offerings fit in the company architecture

· Advocate for customer features and requirements within AWS (be their voice internally)

· Participates in customer meetings (onsite or via phone)

· Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns

· Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible

· Capable of managing multiple teams where the business opportunity or overall strategy may not yet be defined. Leads independently.

· Influences customer and org priorities, with strategic management demonstrable experience. Delivers a vision. Leads team(s) to define and increase technical support capability (e.g. skills, headcount, location, activities etc.). Builds teams that are exemplary in terms of Operational Excellence, scalability, and service consistency.

· Able to negotiate new ownership boundaries to achieve a better outcome. Builds relationships with executives of key customers. Communicates and drives strategic initiatives.

Location

Flexible, with preference to: JFK, LAX, SEA, PHX, ALT, DEN

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.

Basic Qualifications

· Bachelor's Degree in Computer Science, Math, or related discipline, or equivalent work experience

· 10+ yrs, experience managing organizations (including other managers and team members).

· 10+ experience in leading operations support delivery for large enterprises.

Preffered Qualifications

· Excellent oral and written communication skills

· Passionate about customers and new technology

· Experience working with Enterprise software companies

· Innovative thinking and bias for action balanced with a strong customer and quality focus

· Record of driving projects to improve support-related processes and the technical support experience

· Experience and/or background in Media & Entertainment solution delivery and operation (preferred but not required).

· Capable of managing multiple teams where the business opportunity or overall strategy may not yet be defined. Leads independently.

· Influences customer and org priorities, with strategic management demonstrable experience. Delivers a vision. Leads team(s) to define and increase technical support capability (e.g. skills, headcount, location, activities etc.). Builds teams that are exemplary in terms of Operational Excellence, scalability, and service consistency.

· Able to negotiate new ownership boundaries to achieve a better outcome. Builds relationships with executives of key customers. Communicates and drives strategic initiatives.

· Meets/exceeds Amazon’s leadership principles requirements for this role

· Meets/exceeds Amazon’s functional/technical depth and complexity for this role

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.

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