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CUSTOMER EVENT MANAGER (E2M)

Amazon

Dublin, Ireland

DESCRIPTION

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 ideal Customer Event Management TPM will be passionate about the growth and success of AWS Support and our customers, particularly as it relates to the process of managing planned customer events. They will also manage the process for providing visibility and accountability in addressing unplanned customer events. This is a dynamic, fast-paced and innovative environment, which requires global cross-team coordination. The Customer Event Management TPM will interact regularly with senior leadership to help deliver results for some of the largest AWS customers. Become part of this unique opportunity to make history defining the evolution of cloud computing.

PRIMARY RESPONSIBILITIES
· Collaborate effectively with AWS Service teams and subject matter experts (SMEs) on the AWS Support team to address Enterprise and Business customer’s planned and unplanned event handling.

· Manage multiple projects and programs concurrently

· Leverage rapid, agile development techniques

· Leading and influencing others effectively to achieve cross-functional alignment on customer solutions

· Perform needs analyses using available data and evaluate program results to continuously improve the customer experience

· Establish processes, tools, and tracking/reporting mechanisms to streamline and simplify customer event management.

· Deliver critical customer impairment reports to leadership teams

· Provide crisp and timely communication on developing issues to relevant stakeholders

· Perform other duties as required by the organization

BASIC QUALIFICATIONS

· Excellent written and verbal communication skills

· Experience developing and delivering on project milestones

· 5+ years’ experience developing organization-wide and customer-centric solutions that drive business decisions and actions

· Proven track record of being able to learn, develop and implement new technologies, ideas and initiatives

· Extensive hands-on experience working across multiple disciplines, presenting findings to an executive audience and publishing findings in written format

· A bachelor's degree in a related technical field

PREFERRED QUALIFICATIONS

· 3+ years of relevant work experience in technical program and/or technical project management

· Experience communicating with technical and non-technical stakeholders across multiple business units

· Experience with AWS Services

· Knowledge and implementation of lean processes

· MBA

· PMP Certification

· ITIL v3 Certification.


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