About the Role

Are you a dynamic leader with a passion for driving excellence and operational efficiency? Amazon Web Services (AWS) is seeking a Senior Manager, Operations Manager to join our high-performing team focused on AWS Billing Contract Onboarding. In this role, you will play a pivotal part in ensuring seamless and efficient onboarding processes for our customers, ultimately contributing to their success and satisfaction.

What You'll Do

Team and People Management

Lead and Inspire: Effectively communicate the team’s mission, vision, and priorities. Foster a culture of open discussion and ensure your team understands how their work contributes to organizational goals.

Strategic and Tactical Management: Balance tactical management with strategic planning. Ensure each team member has the support needed to meet operational and developmental objectives.

Employee Development: Actively listen to team members, value their input, and take action based on their feedback. Develop employees based on their career goals, facilitating promotions and internal transfers as appropriate.

Onboarding and Hiring: Establish customized onboarding plans for new team members. Attract and hire top talent that enhances team capabilities.

Delight our Customers: Evaluate mechanisms against desired objectives, drive regular enhancements, and participate in ongoing dive deeps to ensure that we keep raising the bar on timely and accurate operations.

Scope and Influence

Roadmap Influence: Influence your team’s roadmap, reach consensus on approaches, and deliver solutions that meet business needs.

Mentorship: Act as a mentor, primarily for roles similar to those of your reports, helping them grow and succeed.

Problem Complexity

Detail-Oriented Leadership: Dive into details, ask the right questions, and drive customer outcomes. Lead a team in building, implementing, and managing complex solutions.

Root Cause Resolution: Prioritize root cause resolution, enhancements, and automated testing to improve customer experience and team environment.

Communication

Cross-Functional Collaboration: Communicate across various locales, roles, and functions. Present decisions to leaders and create clear documentation.

Clarity and Conciseness: Ensure clear and concise verbal and written communication, fostering a shared understanding to meet business needs.

Execution

Risk Management: Identify risks and escalate them with mitigation plans. Ensure your team operates efficiently, meets SLAs, and delivers results.

Team Leadership: Lead your team to deliver results, manage time effectively, and recognize the contributions of all team members.

Impact

Inclusive Culture: Create an inclusive culture that supports a diverse team. Reinforce the use of empathy and active listening to facilitate team connection.

Process Improvement

Operational Excellence: Identify and optimize workflows and best practices. Partner with teams to drive process improvements and operational excellence.

Why Join Us

Innovative Environment: Work in an environment where your ideas and initiatives can make a significant impact.

Career Growth: Opportunities for professional growth and development within AWS and across Amazon.

Inclusive Culture: Join a diverse and inclusive team that values your unique perspective and contributions.

Customer-Centric: Be part of a mission-driven team dedicated to ensuring customer success and satisfaction.

A day in the life
A typical day involves a blend of strategic planning, team management, process improvement, and cross-functional collaboration. You will start with regular team meetings to align on priorities and address any blockers. Spend time analyzing customer onboarding metrics to identify areas for improvement and discuss these findings in cross-functional meetings with Sales, Legal, Finance, and other partner teams. Stay in touch with direct reports to provide feedback and dedicate time for mentorship. Plan for future improvements to enhance customer experience, identifying and resolving bottlenecks by closely partnering with Engineering Teams.