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AWS Customer Service - Program Manager

Job ID: 687254 | Amazon Web Services SA Pvt Ltd


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 Senior Program Manager to deliver innovative solutions to complex technical problems in a customer centric manner.

As a Program Manager for AWS Support, you will be responsible for leading medium to large scale projects from initiation through delivery within larger business change programs. Gathers requirements from appropriate business owners, writes clear and detailed functional specifications, prioritizes features, and drives technical scoping as needed. leading and developing complex global programs, projects, tests and research in order to drive organization-wide and customer-centric solutions. This will be done by using program management best practices, teaming with customer service teams, business intelligence, finance, management and program stakeholders. The ideal candidate will have experience in gathering requirements from appropriate business owners, development of clear and detailed functional specifications and technical scoping as needed. The Program Manager will build relationships between teams where direct influence is required and servers as primary escalation point for project team members and is able to balance trade-offs and priorities in order to drive organization-wide impact. The candidate will have experience in identification, selection, scoping and leading process improvement projects at a business level. In addition, the ideal candidate will have a track record of delivering results, developing and effectively utilizing metrics and key performance indicators (KPIs) and successfully managing risks, requirements and stakeholder expectations.

This position requires a customer-centric, solution-oriented candidate with a combination of experience developing and leading for leading medium to large scale projects, and an analytical mindset to develop solutions that are organized and simple to understand. This is a highly visible position that will interact at all levels of the AWS business. Become part of this unique opportunity to make history defining the evolution of cloud computing.


· A bachelor’s degree in business, statistics, applied mathematics, computer science, or engineering is required. An advanced degree from a highly respected academic institution is strongly preferred.
· 2+ years’ experience developing organization-wide and customer-centric solutions that drive business decisions and actions.
· 2+ years developing programs, projects, tests and research that work with diverse groups across the organization.
· Proven track record of being able to learn, develop and implement new technologies, ideas and initiatives.
· Extensive hands-on experience working across multiple disciplines presenting findings to an executive audience and publishing findings in written format.


· LEAN Six Sigma Black Belt Certification
· Formal Project Management Certification (PMP / Prince2)
· Knowledge of cloud computing and AWS services is a plus.
· Experience working in a customer service oriented role.

‘’Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.’’