Program Manager, Knowledge Center Operations, AWS Support Engineering

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 the public sector.

The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success.

As the world's largest cloud provider, Amazon Web Services (AWS) is redefining the cloud computing industry with more than 200 featured products and services.

AWS Support teams span the globe and implement innovate cloud computing solutions and solve technical problems. As a Program Manager, you'll be at the forefront of this transformational technology.

You will equip our customers with the required tools & tactics to optimize their product and support investment, while assisting global companies and developers to help run their mission-critical applications.

We believe that world-class technical support is critical to customer success. If you're looking for your next great career adventure, consider joining us.

AWS has an opening for a Program Manager- Knowledge Operations, who thrives in a dynamic, fast-paced environment. In this role, you'll enable a technical writing team through roadmap research and prioritization, project planning, and operational support.

You will work with stakeholders to align priorities, deliver projects, and measure impact. As the single-threaded leader of this space, you will dive deep into delivery to prioritize, manage, and optimize.

You will report on progress and impact to a variety of leaders and stakeholders. Stakeholders may include knowledge teams, AWS Support, business leaders, and development teams.

To succeed, you will need to have both technical and functional acumen and a passion for ownership. As a program manager, you own the delivery strategy and are responsible for projects that support business goals.

Key job responsibilities

• Plan, manage, and report on content projects
• Provide functional operational support for multiple implemented tools, including a Knowledge Management System (KMS), publishing tools, and analytics reporting tools
• Direct cross-functional stakeholder groups to optimize efficiency and measure resulting business outcomes
• Drive standardization of solutions across an AWS knowledge team with a focus on simplifying processes, eliminated touch points, and monitoring compliance
• Facilitate and monitor experimentation to create efficiency and to delivery results for our teams
• Analyze data and establish metrics to identify and manage risks and defects
• Respond to an agile and constantly evolving global environment

About the team

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 in the cloud.

BASIC QUALIFICATIONS

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

PREFERRED QUALIFICATIONS

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules
30+ days ago