Description At Amazon Web Services (AWS), customer obsession is in our DNA. Now, with AWS you have the chance to help individuals and businesses take their computing infrastructures and applications into the cloud. As a member of the AWS Support team, you will be at the forefront of cloud technologies and the full breadth of AWS offerings. You will be surrounded by people who are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides 24/7/365 technical support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. The team is a self-standing P&L with our ability to drive both Amazon Free Cash Flow and world class customer experience. We have a team of talented engineers located in multiple locations around the world. Are you passionate about cloud computing with a particular focus on development and Artificial Intelligence(AI)? AWS Support is seeking an experienced technical manager to lead our Tooling & Augmentation technical program management team. In this role you will guide the vision and direction to build upon and expand our existing systems and tooling that are fundamental to running a global technical support operation. You will have direct influence on how thousands of builders around the world leverage tools, interact with customers, and engage with other internal engineering teams to ensure we’re able to help customers while maintaining the highest bar for security possible. As a Senior Manager within the Tooling, Automation & Augmentation team you will: - Manage a team of Technical Program Managers (TPMs) that drive tooling, automation & augmentation programs, and standardizes and mechanizes efforts to continuously raise the operational efficiency, customer experience and security bar for all of Front-Line Support. - Work with AWS teams to define the internal tooling strategy for the business. - Work with AWS teams to define & implement the internal AI strategy for the business. - Work with our internal engineering teams to prioritize and deliver our Tooling & Automation & Augmentation strategy. - Work with AWS teams to convey cloud computing and tooling delivery best practices. - Ensure transparency and decision making across AWS leadership by providing communication and clear status of the programs your team owns. - Bring your expertise, problem solving skills, and creativity to add value and diversity of thought to our team. AWS Support values diversity of thought and wants to grow by hiring people with a wide range of backgrounds, cultures, and experiences that allow us to continue innovating for complex problems. If you are interested in shaping the future of Amazon AWS Support organization, apply to learn more about this exciting opportunity. Key job responsibilities • Lead the vision and execution of AWS Frontline Support's AI, tooling and automation strategy • Manage and develop a team of Technical Program Managers • Drive critical decisions affecting AWS's Support business • Shape the future of Cloud Support through AI innovation Basic Qualifications • Bachelor's degree in Computer Science, Engineering, or related technical field • 10+ years of technical experience in software development or cloud computing • 5+ years of people management experience, including managing technical managers or technical program managers • Experience leading enterprise-scale technical programs or initiatives • Track record of collaborating with senior stakeholders across multiple technical organizations Preferred Qualifications • Master's degree in Computer Science, Engineering, or related technical field • Technical experience with cloud platforms, preferably AWS • Experience implementing and managing AI/ML solutions at scale • Track record of building and scaling technical support organizations Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $175,200/year in our lowest geographic market up to $302,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.