Channel Ops Marketing Manager, AWS Customer Channel Operations

The Marketing Operations Support Manager will support our global marketing community of 1K+ marketers specifically with Marketo email automation software and other API integrations. They will help ensure that the most relevant messages are being surfaced, at the right time, to the right customers. They will solve problems for stakeholders across all regions, while creating bar-raising support experiences. The ideal candidate possesses an in-depth knowledge of marketing automation (e.g., Marketo) processes and technology, and can identify areas of needed improvement and automation to remove marketer pain points and raise the bar on email excellence. The person in this role will be expected to be an active voice in our leadership discussions as we make decisions on our priorities.

This person will be responsible for managing the processes, technology, and data that powers the AWS marketing email function, contributing to the organization's marketing success. This role involves overseeing and managing Marketo operations and its primary integrations. They will play a crucial role in ensuring data integrity and accuracy within Marketo databases. Collaborating closely with marketing teams, they will work to optimize campaign and system performance. Their expertise will help identify areas for streamlining marketing and operational processes, ultimately enhancing operational efficiency. Implementing best practices and standardizing processes across the marketing organization will be another key aspect of their responsibilities. They will actively support our SIM troubleshooting queue, assisting in driving key metrics for operational excellence, such as MTTR (Mean Time to Resolution), burn rate, and other relevant performance indicators.


Key job responsibilities
Key job responsibilities
* Develop a deep understanding of AWS’s email automation needs and become a Marketo expert.
* Deliver timely, accurate and professional technical support assistance as a leader of the operations support intake queue to internal colleagues. Have the ability to dive deep in the understanding of their key issues, and how their needs can be met with existing (and new) tooling innovations where necessary.
* Look around corners to identify and execute on future-facing strategic and quantifiable opportunities to enable growth for the marketing organization and the support of email excellence.
* Design, help build, and maintain knowledge resources to help our marketers self service support issues.
* Be a leader in gen AI integration opportunities within support ops to help the department scale.

About the team
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. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Diverse 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.

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