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Operations Manager, RI Operations

Job ID: 2666047 | Amazon Web Services, Inc.


Amazon Web Services (AWS) has been the world’s most comprehensive and broadly adopted cloud platform. AWS offers over 100 fully featured services to millions of active customers around the world—including the fastest-growing startups, largest enterprises, and leading government agencies—to power their infrastructure.

The AWS RI Operations Team is in need of a driven, community-focused, and experienced leader to support a team of analytical and process-oriented individuals. Ideal candidates will be comfortable managing as part of a greater organization. This role requires the ability to understand a highly complex environment, diverse communication skills, and the ability to perform under pressure. The candidate will be responsible for leading a team responsible for processing ticketed requests from customer-facing teams, and handling escalations from those teams on an ad-hoc basis.

Key job responsibilities
- Lead a team of analysts to ensure accuracy and productivity in a fast-paced high visibility environment
- Inspire vision and support career growth for a team of highly driven individuals
- Support and implement existing team goals and vision
- Proactively identify opportunities for improved communication and training
- Contribute to documentation of team SOPs and document writing related to continuous improvement initiatives, promotions, and operational planning
- Developing relationships across multiple teams to drive long term solutions

About the team
About AWS

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

About Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.


- Bachelor’s degree
- 5+ years of relevant professional experience
- Proven experience leading a team and continually improving success driven metrics
- Background in operations, sales operations, similar roles
- Experience being part of a team of managers working to support a larger team with a unified vision


- Ability to guide and influence leadership through verbal and written communication
- Internal and external customer focus and a work ethic based on a strong desire to exceed expectations
- Results-oriented person with a delivery focus and a proven attention to detail
- Strong problem solving skills and an ability to build mechanisms that foster organization
- Experience handling multiple competing priorities in a fast-paced, deadline-driven environment
- Audit/compliance background with knowledge of AWS products, services, and billing
- Experience researching and reconciling specific data sets with a customer experience mindset

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, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,900/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.