Customer Success Operation Manager - Amazon Web Services

Customer Success Operation Manager - Amazon Web Services

Amazon Web Services (AWS)
3-6 years
Not Specified

Job Description

Would you like join one of the fastest-growing organizations within Amazon Web Services (AWS) and help customers of all industries and s gain the best value and service from AWS
The AWS Enterprise Support in Greater China Region (GCR) is looking for a passionate, innovative, results-oriented Customer Success Operation Manager to define and drive the operational strategy to enable our talented Technical Account Managers (TAM) to deliver world-class support service to the Enterprise Support customers.
As a Customer Success Operation Manager, you'll have a unique opportunity to lead analysis of the customers feedback, and then drive the optimization across the different teams in AWS. You will work to deeply understand the customer experience and customer portfolio/profiles, and represent the customer in internal discussions. You will own the delivery mechanism (inputs, tools, adoption, inspection, outputs and continuous improvements) for models and tooling that will lead to data-driven insights to optimize TAM customer interactions across GCR. You will influence and shape our GCR TAM organization, and how our TAMs in GCR deliver services to Enterprise Support customers.
You'll drive the consistent operation mechanism across different teams in GCR TAM organization. You will innovate on behalf of customers, to define the customer outcomes we measure and recommend. You will set expectations and KPIs that each TAM team will be tasked to meet, and participate in the goal-setting for organization. You'll be point of contact to work with the stakeholders from other functional teams including local sales, global and time-zone operation, TAM organization in other countries, and .etc. You will innovate on behalf of customers, to define the customer outcomes we measure and recommend, and ensure our TAMs have the resources to deliver.
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 balance business needs with technical constraints.
The right candidate earns trust through outstanding performance, effective communication skills, and a strong record of delivering results timely and effectively. You should have experience on customer service or support, and managing programs for operational/engineering organization in large, multi-national company, preferably a tech company. The ideal candidate has broad technical skills, IT operations experience, and a deep analytical background. Strong judgement and a demonstrated ability to influence without explicit authority are key to success.
. 3+ years customer support service roles supporting multi-national company
. 3+ years operational excellence/customer experience program management roles
. 2+ years of experience in core project management disciplines including scope, schedule, budget, quality, along with risk and critical path management
. Fluent in both Mandarin and English
. Advanced Microsoft Office skills, specifically MS Word and Excel, are a must
. Program Management Certification such as PMP, Six Sigma, Agile Certified Practitioner, etc.
. Experience with technical customer service/support organizations
. 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
. Ability to operate with a great deal of independence in a lean, fast-paced organization
. Ability to communicate effectively with both technical and non-technical individuals.
. Experience analyzing cost/benefit of feature selection
. Experience in communicating and briefing senior executives
. Comfortable working in a fast paced, highly collaborative, ambiguous work environment
. Cantonese or other languages are a plus.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. For individuals with disabilities who would like to request an interpreter or any support on-site, please inform our team. #AWSGCR

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