Amazon Customer Operations Lead Global Field 

Singapore 

605050348

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.
Key job responsibilities
As a Customer Operations Lead, you will lead program management efforts associated with installations, break/fix, and retrieval activities, thereby enabling an optimized customer experience, through an unyielding focus on the following key activities:
• Serve as the program manager for all orders within the assigned region, partnering with leadership teams, Operations technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs)
• Lead all scheduling and coordination efforts, to include formalizing assignments of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and navigating supply/materials logistics to ensure all required materials and human capital are prepared for on-schedule servicing
• Serve as the primary point of contact for customers, maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to all applicable teams and partners
• Program manage efforts related to transferring assets across state/province and/or country lines, partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets
• Partner with and/or supporting third-party contractors to enable a seamless client experience while meeting established SLTs
• Act as point of escalation for contractors, technicians, and transportation vendors; trouble-shooting issues as they arise
• Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and ensuring all customers are aligned around expectations and next steps at all times
• Leverage data to track operational efficiencies, and develop mechanisms and processes to further enhance operations, as appropriate; Partner with leadership and SME teams to implement improvements to internal/external processes
• Drive cross-functional strategic initiatives to improve supply chain efficiency and overall cost structure
• Work cross-functionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts
• Using English to conduct day-to-day business, both internally across Amazon and with external customers, as appropriate
• May participate in efforts to train and/or mentor new employees, ensuring a consistent focus on best-in-class client servicing
• May be required to work outside of standard working hours, to include nights and/or weekends (on-call rotations and/or on demand escalations) in support of client scheduling and/or time-sensitive escalationsTravel Requirement:
• Frequent travel (20% on average to both domestic and international client locations) requiredA day in the lifeDiverse Experiences
Amazon 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
Work/Life BalanceMentorship and 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.

• 2+ years of experience working in a program management capacity required
• Degree in a technical field or 4+ years of relevant work experience in a data center operations environment
• Demonstrated ability to manage multiple projects - prioritization, planning and task delegation

• Experience in a client-facing role, with the proven ability to manage and effectively communicate expectations to clients
• Strong interpersonal, written, and verbal communication skills, with experience communicating at all levels within an organization
• Ability to operate autonomously and manage to a schedule – excellent prioritization and time management; proven ability to think and act in a high-energy, fast-paced business environment
• Advanced experience with analysis tools including Microsoft Excel, SQL, and statistics software
• Warehousing, supply chain, inventory management, finance, and/or vendor management experience