Senior Program Manager, Worldwide Mechanisms, Aws

Experience working with agile delivery methodologies and tools (SCRUM, Kanban, Jira, Asana)
- 5+ years operational excellence/customer experience program management roles supporting global, enterprise scale technology organizations and managing technical projects/programs Agile
- 5+ years of experience in core project management disciplines including scope, schedule, budget, quality, along with risk and critical path management
- Ability to operate with a great deal of independence in a lean, fast-paced organization
- Bachelor’s Degree in a business, computer science, engineering or a related technical discipline

Job summary
Would you like join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and sizes gain the best value and service from AWS? Enterprise Support is hiring

The AWS Enterprise Support Worldwide Mechanisms team is looking for a passionate, innovative, results-oriented Senior Program Manager to help define and drive the business operations tooling and process strategy for Enterprise Support.
We are looking for a senior leader to own and evolve the management mechanisms, dive deep and analyze the business, and partner with stakeholders across AWS (sales, support, product/service teams) to deliver on goals of improving efficiency through tooling and complete processes.

In this role, you will drive a continuous improvement roadmap and act as a change agent in the organization. You will take large, complex problems and break them down into manageable pieces, then ensure timely delivery of solutions. You will assess costs, benefits and ROI, identify and mitigate risks, manage escalations, anticipate and make trade-offs, and balance business needs with technical constraints.

Key job responsibilities
- Enable transparency and decision-making across AWS leadership by providing communication and clear status of the initiatives you own.
- Bring your expertise, problem solving skills, and creativity to add value to our team.
- Unify distributed efforts and own the plan to deliver quality outcomes for our customers.
- Work across organizations to ensure we continue marrying internal support capabilities with best-in-class customer experience as new services and features are launched.
- Define metrics and KPIs to measure success of strategic initiatives and programs and report on their progress.
- Manage programs to scale and improve Enterprise Support service delivery and efficiency.

About the team
Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
- Ability to communicate effectively with both technical and non-technical individuals.
- Program Management Certification such as PMP, Six Sigma, Agile Certified Practitioner, etc.
- Master's degree in business, computer science, engineering or a related technical discipline
- Experience with technical customer service/support organizations
- AWS Cloud Practitioner certification or equivalent experience
- Demonstrated ability to define, refine and implement repeatable operational processes, procedures and policies
- Ability to conduct sophisticated and creative analysis of complex data and translate the results into actionable deliverables, messages, and presentations
- Experience analyzing cost/benefit of feature selection
- Comfortable working in a fast paced, highly collaborative, ambiguous work environment