Amazon Elite Customer Solutions Manager GSS Problem Solvers EPS 

United States, Massachusetts 

122185833

You will use your technical acumen, program management, organizational change management, and communication skills to align a broad range of support initiatives for the customer. You will own and drive execution excellence for your portion of the end-to-end support model (e.g., technical, operational, organizational, and educational) that span several teams, levels, and cross-functional business units.Key job responsibilities
Lead proactive and reactive problem identification through advanced data analysis and trend monitoring
Develop and implement sophisticated strategies for early issue detection
Serve as the primary liaison between EPS and senior stakeholders
Communicate complex technical issues and solutions to non-technical audiences
Build and maintain strong relationships with key partners across the organization
Develop and implement strategies for identifying potential issues before they escalate
Lead initiatives to improve system resilience and reduce recurring problems
A day in the life1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
Vision: We provide Problem Management as a Service to build and maintain a resilient operational environment, where vulnerabilities are not just reacted to, but proactively hunted down and resolved. We exist to minimize disruption before it strikes, ensuring seamless service availability and operational continuity.Mission: To identify and address the root causes of recurring or large-scale issues, minimizing service disruptions and preventing future incidents by defining or designing proactive measures, implementing effective solutions, and improving the stability and performance of critical systems.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
Proven ability to build relationships with senior stakeholders across various departments
Experience in change management and driving organizational adoption of new processes

5+ years experience leading complex problem-solving initiatives in a large-scale enterprise environment.Experience with problem management tools and ticketing systems