Senior Program Manager, AWS Support Tooling Automation and Augmentation

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.

We are seeking an experienced Senior Program Manager who wants to join a team where you will be surrounded by people that are smart, passionate about cloud computing, and who believe world class support services are critical to customer success.

The Tooling, Automation and Augmentation team within AWS Support focuses on preventing issues based on knowledge obtained during our support interactions, and for handling those contacts with quality and efficiency. To achieve this vision, we invest in technology to eliminate the root cause defects that cause AWS customers to seek help, build self-service tools to resolve their issues on their own without waiting for help from AWS, and provide our Support Engineers and Associates with the tools that automate routine steps and help them deliver consistent, efficient, quality resolution.

Our team includes Product Managers, Program Managers, SDEs, and a range of operational and other specialty roles, and we operate at scale, spanning 50+ global locations.

We are looking for a Senior Program Manager with a strong sense of ownership, who has experience organizing, designing and executing on program roadmaps & plans, in an ambiguous and complex environment. The leader will be responsible for driving strategic planning and the execution of large, complex launches across multiple organizations.

This role requires working with and influencing Amazon product and tech teams across businesses and geographies. The ideal candidate will be passionate about customer experience, innovation, and cross-team partnerships to deliver business impact. You will partner with multiple Program, Product and Tech Teams to deliver a better customer experience. You will have the opportunity to create significant impact on our systems, our business and most importantly, our Customers

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.