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Director of AWS Customer Service
Amazon
Seattle, WA, United States
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DESCRIPTION
AWS was named as the leader in the Infrastructure as a Service (IaaS) Magic Quadrant report for the 6th consecutive year in 2016. The Magic Quadrant for Cloud Infrastructure as a Service, Worldwide; Gartner placed AWS in the “Leaders” quadrant and positioned AWS as having both the furthest completeness of vision and the highest ability to execute. From start-ups to multi-national corporations to governments, more than 1 million active customers trust AWS every month as their cloud platform. Innovation is in our DNA. Our approach to product development and delivery is fundamentally different than other IT vendors, which has allowed us to ensure that our customers have the broadest, deepest, and most secure platform to build transformational applications and services since 2006. Additionally, Amazon.com has built a reputation for excellence with recent examples being named one of the most admired company in the US, one of the most innovative, and #1 in Customer Service. We are looking for a leader for AWS Customer Service to deliver the world’s most customer centric experience to AWS customers.
As a member of the AWS team, you will be at the forefront of Cloud technologies with interactions across the full breadth of AWS services. You will be surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success. We are seeking a visionary executive with strong leadership, operational and business skills to set the vision and direction for the AWS Customer Service function. The leader will manage a multinational team with teams in Seattle, Washington DC, Dublin, Cape Town, Costa Rica, Sydney with indirect teams also located in China and Japan. The Director for AWS Customer Service will have responsibility to;
• Shape and execute the vision for the AWS Customer Service. Help 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.
• Plan and conduct periodic business reviews with AWS teams to influence and evangelize with Senior Leadership in AWS. Ensure AWS customer feedback is incorporated into business plans, product roadmaps and feature development.
• Develop and build an organizational structure that aligns the talent to the strategic objectives for the group. This leader will be responsible for continuing to scale up and build an extremely high caliber team.
• Develop and deliver on key metrics and performance indicators to measure overall customer experience and financial performance and provide a foundation for continuous improvement.
• Drive customer communication during customer impacting events (e.g. outages, billing issue, price changes, etc.)
• Drive products, processes and organizational changes that improve the customer service teams efficiency and effectiveness while enhancing the customer experience
• Work with other customer facing stakeholders across sales, marketing etc and deliver on an increased scope of customer service to enable better onboarding, customer solution focused pre-sales.
BASIC QUALIFICATIONS
• Proven experience in managing large scale operations (CS or equivalent operational teams) is a must; preferably in an IT organization
• Proven strong leadership skills to manage changes and critical issues in a highly dynamic environment
• Proven record of strong analytical and business acumen at building and delivering high performing businesses
• Proven ability to communicate vision and drive execution and work seamlessly with both technical teams and business teams.
• Proven strong customer facing skills required to drive customer communications
• Master’s degree or equivalent, preferably in Computer Sciences or business.
PREFERRED QUALIFICATIONS
• Deep experience with AWS service offerings
• Strong experience with quality engineering, process improvement, and operational excellence.
• This leader will have the intellectual capacity to look at a wide array of options and identify what truly matters.
• Experience with AWS, Cloud Computing or technical support industry
• Experience with pre-sales in the IT industry