AWS Training and Certification, Global Customer Service Manager

Amazon.com, Inc. Shoreline, WA
Amazon Web Services (AWS) enables customers of all sizes to run their applications on Amazon's industry-leading cloud computing infrastructure. AWS is growing very rapidly with hundreds of thousands of companies in over 190 countries on the platform and to meet the growing demand for AWS Training and Certification around the globe, we need exceptionally talented, bright, and driven people.

The AWS Training and Certification organization educates customers, partners, and employees globally about AWS products, solutions, and best practices. You will be surrounded by people who are passionate about cloud computing, and believe that world class support is critical to customer success. Are you a hands-on leader that can make a huge impact on a dynamic, fast moving business? Are you comfortable digging in to business requirements and defining and analyzing key metrics for continuous improvement? Do you have a passion for bringing the best experience to our customers? Then this is the position for you.

AWS Training and Certification is seeking a driven, talented, and experienced Customer Service leader with strong operational, leadership, and strategic thinking ability that will deliver the global standard in customer service for the technology industry. The leader will take the existing support model, envision, refine and execute the customer service roadmap by incorporating best-in-the-world customer centricity and excellent operations skills to drive continuous improvement to the platform. The leader will significantly contribute to the success of AWS Training and Certification by strategically leveraging customer feedback, driving continuous improvement through contact reduction and building customer service support operations world-wide. The Customer Service manager will oversee a team of talented customer service associates around the world, manage to SLAs, establish case management best practices and tooling, that will ultimately provide our customers with the best experience possible.

The Global CS Leader will have responsibility to:

* This leader will be known for his/her ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams

* Manage the Global AWS Training and Certification Customer Service program, including continuous program development and improvement of CS model for the global organization

* Partner with other leaders in AWS Customer Service to oversee management and performance of the AWS Training and Certification Customer Service team

* Strong interpersonal, written and verbal communication skills with demonstrated ability to effectively work with a variety of organizations, management levels, cultures, and personalities

* Responsible for delivery of continuously improving operational tools, metrics and service levels

* Drive customer communication during customer impacting events (e.g. product launches, outages, billing issue, price changes, etc.)

* Drive projects that improve customer support-related processes and our customers' support experience

* Contribute to projects as the owner and subject matter expert for AWS Training and Certification Customer Service

* Represent the Voice of the Customer with AWS Training and Certification

* Partner with the Site Leaders who directly manage CS teams to influence operational execution in a matrixed organization

* Develop and deliver key metrics and performance indicators to measure overall performance and provide foundation for continuous improvement - Strong desire and ability to dive deep, analyze data and provide meaningful metrics to leadership

* Plan and conduct periodic business reviews with AWS Training and Certification leadership team

* Develop and build an organizational structure that aligns the talent to the strategic objectives for the group. This leader will be responsible for contributing to building an extremely high caliber team, and maintaining team morale

* Co-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

* Work with AWS leaders and software development teams to design, build, and maintain processes and features to improve CS model