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Senior Operations Manager

hace 2 meses

Xico, México Amazon A tiempo completo
About the Role

We are seeking a highly experienced Senior Operations Manager to join our team at Amazon. As a key member of our Support Engineering team, you will be responsible for driving revenue, adoption, and growth from our largest and fastest-growing customers.

Key Responsibilities
  • Strategic Planning and Execution: Develop and execute strategic plans to achieve business objectives, define and execute initiatives to deliver customer outcomes, and track progress against goals.
  • Incident and Escalations Management: Serve as the point of contact for customer engagement and issue resolution, manage critical incidents and escalations, and drive process improvements to scale with business growth.
  • Team and Performance Management: Own all aspects of performance and career development for the team, mentor staff to maintain a world-class organization, and drive continuous improvement through audits, training, and accountability.
  • Operational Excellence: Uphold and continuously improve operational standards across the site and globally, identify and own optimization initiatives, and set high performance expectations for the team.
  • Senior Leadership and Customer Engagement: Engage with key stakeholders to deliver exceptional customer outcomes, remove roadblocks, and lead proactive and reactive communication with customers at senior levels.
About the Team

Our Support Engineering team resolves customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and 3rd party integration issues. Support engineers also develop many of their own tools and interact heavily with their peers developing the offerings.

Requirements
  • Bachelor's degree in Engineering, Computer Science, or IT-related field.
  • 10+ years of experience managing engineering/technical teams.
  • Experience as a senior manager, including managing managers.
  • Technical background and working knowledge of protocols (HTTP, DNS, and TCP/IP) and cloud service offerings (AWS, Azure, etc.).
  • Able to communicate effectively in English, within technical and business settings.