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DESCRIPTION

Do you like driving SDLC delivery excellence, partnering with product teams, business and operations customers to deliver solutions and help AWS engineers translate, implement, and manage innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest Cloud and GenAI computing technologies?

At AWS Kumo, we hire the world’s brightest minds, offering an environment where they can relentlessly detect, design, and drive solutions to excel operationally and improve customer experiences with AWS Support.

We are seeking an experienced, self-starter Technical Program Manager (TPM) to be a trusted technology partner for our product teams and customers, driving Customer Service tech solutions and products, implementing and rolling out tooling and mechanisms to drive industry-leading Support delivery performance, scoping and delivering critical cross-organizational projects end-to-end, and being at the forefront of AWS Support technology delivery.

Key job responsibilities
You'll be responsible for defining, fine-tuning, and driving adoption of and adherence to mechanisms and tooling to provide industry-leading SDLC management, delivery, scalability, and operations. You will use your TPM expertise and business and tech acumen, as well as analytical skills to implement the right inputs, outputs, and KPIs that will help us the achieve outstanding business and delivery outcomes.

You will partner with multiple design, product, software engineering, and other tech teams to deliver cohesive user experiences across our Customer Service and Interaction Management tools to enable thousands of AWS engineers and end customers, resulting in increased self-service and high-customer satisfaction for partners and customers.

A day in the life
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.

AWS Kumo combines the culture of a startup, the innovation and creativity of an R&D Lab, the work-life balance of a mature organization, and provides amazing technical challenges at AWS's scale. Our team provides technology and trusted expertise that intelligently anticipate and resolve AWS customer needs, helping them adopt, optimize, and operate at scale. Kumo’s products, used by AWS customers and the support teams that help them, are vital to ensuring exceptional customer experiences on AWS. Within Kumo, Gaido is Kumo's central Technical/Program Managemet organization, where we drive some of the most significant AWS Support and Kumo product initiatives. Kumo owns customer facing applications like Trusted Advisor, Health Dashboard, AWS re:Post, to and Support Center and multiple internal tooling systems. We are a highly innovative global organization revolutionizing the way customers engage and seek help from AWS.

About the team
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.

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.

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 in the cloud.

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 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.