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Director, Customer Information Management Systems
Amazon
Seattle, WA, United States
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DESCRIPTION
Amazon Web Services (AWS) provides companies of all sizes with an infrastructure web services platform in the cloud. With AWS you can requisition compute power, storage, and many other services – gaining access to a suite of elastic IT infrastructure services as your business demands them. AWS is the leading platform for designing and developing applications for the cloud and is growing at a staggering pace in terms of revenue, customers, people, and complexity. AWS is an approximately $10B run-rate business supporting over 1M customers with thousands of people across the Sales, Marketing and Support (SMS) organization. The data and information used and needed to effectively manage the SMS organization has had a commensurate growth in complexity and size.
AWS Global Business Operations (GBO) seeks a candidate with a proven track record of measureable results in technology and information management to lead the GBO technology team through major development efforts, maintenance and change management initiatives. Responsibilities include the scaling efforts and governance models for several data warehouses, Business Intelligence (BI) tools, Salesforce.com, sales order entry/billing systems and incentive compensation systems. The ideal candidate has strong business acumen and deep technology and business process experience at multi-billion dollar scale.
A major focus of this role will be driving the vision and leading the team through a global Master Data Management (MDM) initiative resulting in a completely new Customer Information Management (CIM) solution. The ideal candidate will understand that MDM is not just a data solution, but rather it is the combination of technology, tools, and processes required to create, maintain, access and draw insights from accurate and complete records of customer data. Solutions delivered must strike the right balance between precision and speed, providing ever more scalable and granular insights, without sacrificing accuracy or agility. Further the candidate should champion that CIM is not a destination or a one-time project, but rather an ongoing organizational management methodology designed to transform how we collectively think about, access, leverage, and report against customer information at a scale much larger than we are today.
In addition, this role will be responsible for building a team from the ground up to tackle defining, recommending and launching an order-to-cash /sales entry/billing system for Training, Professional Services and Marketing Services.
Key Responsibilities:
• Manage a diverse team consisting of Program Managers, BI Engineers, Data Engineers, Technical Architects, DBAs, System Administrators, Data Analysts and SDEs.
• Lead efforts to develop, maintain and advance our Customer Information Management (CIM) program/solution:
• Develop and maintain an organization wide taxonomy.
• Define and build the initial change management and data stewardship process required to support the launch of the CIM program/solution.
• Inventory AWS’ Customer Information Lifecycle – create consolidated view of all systems and data points created through customer interactions; make recommendations to address missing customer information through internal and/or external data sources.
• Lead the vision, design/build requirements, development, testing, integration efforts and launch of a new Customer Information Management Platform (data warehouse).
• Lead efforts to build out integrated and standardized customer datasets to support operational and management reporting including econometric analysis and machine learning models, among others.
• Lead efforts to develop a Customer360 solution to enable at-a-glance summary views of customer information contained in multiples systems spanning the SMS organization.
• Lead assessment and development of next generation BI tools to support diverse needs of thousands of internal customers.
• Develop the vision, roadmap and governance models for Salesforce.com.
• Define requirements, build and/or procure, launch and support an order-to-cash /sales entry/billing system for Training, Professional Services and Marketing Services.
• Ability to evaluate and implement ETL solutions for scale.
• End-to-end management of the following platforms/systems:
• Customer Information Management (CIM)
• Salesforce.com
• SMART (Sales & Marketing Analytics Reporting Tool)
• Varicent (Incentive Compensation)
• Order-to-cash /Sales entry/Billing (product TBD)
BASIC QUALIFICATIONS
• 15+ years of experience managing information systems at significant ($B) scale
• BA/BS Degree Required
• Experience and familiarity with the AWS platform, products, solutions and capabilities as we will build cloud first
• Experience developing enterprise security best practices
• Ability to lead teams to develop new ideas and creative solutions for difficult, ambiguous and complex issues
• Persuasive verbal & written communication skills with senior management
• Demonstrated ability to manage multiple competing priorities simultaneously and drive projects to completion
• A fast-thinking, high-energy individual who can demonstrate a “find a way to win” attitude and sense of humor while working with a wide range of personalities will thrive in this role
PREFERRED QUALIFICATIONS
• Experience in Sales, Marketing and Support business/sales related operations
• Experience in roles navigating both centralized and decentralized data warehouses and the ability to evaluate and make appropriate recommendations on which makes more sense for a particular team or use-case
• Advanced Degree