Senior Manager, Escalation Management Job in Amazon

DESCRIPTION

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Enterprise Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon acting as the voice of the customer.


The Escalation Manager role enables a single threaded process owner for the Enterprise Support team to leverage when escalating customers issues. The Escalation Manager assists account teams in preparing the required information and help them to adhere to the correct escalation processes. They dive deep on the customer issue and ensure that the right level of information is provided so that the customers problem can be solved as quickly as possible. They also ensure that the problem is articulated in a way that is easy for leaders to understand. They drive delivery to customers through sound plans and ensure consistent and quality communication with all relevant parties.


Roles and Responsibilities
Build a strong foundation of knowledge around AWS cloud services and the cloud ecosystem
Prioritize, manage and own emerging and developing key customer risks/issues from start to finish
Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence
Drive down mean time to engagement and communication for all key customer issues
Broad understanding of AWS architecture and service inter-dependencies
Collaborating with key stakeholders around documentation and processes regarding recurring issues
Provide crisp and timely communication on developing issues to relevant stakeholders and service teams
Analyze data trends on key customer issues to identify potential issues
Work closely with others to identify opportunities for improvement
Succinctly convey complex problems in easy to digest terms for all stakeholders
Perform other duties as required by the organization
The Escalation Manager is central role of adding value to our Enterprise Support customers. If you wish to be at the forefront of customer obsession, come join us!

BASIC QUALIFICATIONS

Highly motivated self-starter with technical aptitude and a commitment to achieving results
Experience with operational parameters and troubleshooting for three (3) of the following: Compute / Storage / Networking / CDN / Databases / DevOps / Big Data and Analytics / Security / Applications Development in a distributed systems environment
Excellent written and oral English communication skills
Excellent critical thinking and logical problem-solving skills
Ability to maintain composure in dynamic and high-pressure situations

Effective prioritization and time management skills

Experience dealing effectively with internal customers during problem resolution and operating efficiently under pressure
Open to working alternative hours to cover multiple time zones where required (i.e. 7am-3pm or 10am-6pm)
Bachelors Degree in Computer Science, Math, or related discipline required, or 15+ years of equivalent work experience

PREFERRED QUALIFICATIONS

Excellent oral and written communication skills
Passionate about customers and new technology
Experience working with Enterprise software companies or Startups
Innovative thinking and bias for action balanced with a strong customer and quality focus

Proficient in speaking and writing the English language

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.