Technical Program Manager, GCR SSO
6 months ago
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.
Amazon Web Services came to China in 2013, and has been relentlessly investing and expanding our infrastructure and business since then. Amazon Web Services launched its China (Beijing) Region (operated by Sinnet) in September 2016 and its China (Ningxia) Region (operated by NWCD) in December 2017. In 2019, Amazon Web Services added a new region in Hong Kong, making China the only country with three Amazon Web Services regions aside from the U.S. In 2022, Amazon Web Services launched Local Zone in Taipei. Amazon Web Services has also established an AI lab in Shanghai and two IoT labs in Shenzhen and Taipei. The Amazon Web Services Partner Network has thousands of Partners in China. Amazon Web Services has supported over 10,000 local startups and has provided cloud skills training to over 700,000 talents. Amazon’s first two utility-scale renewable projects—a solar farm and a wind farm—are also generating clean energy to the country’s grid.
A successful candidate is expected to be motivated to work in a data-driven environment, have a passion to drive process improvement to eliminate quality gaps, and proficiently analyze systematic issues and implement solutions to challenging problems. They are expected to seek out and clearly communicate relevant data to support complex business decisions, and drive the right recommendations in a compelling and effective way. They create plans that have objective, measurable success criteria and clearly communicate progress and outcomes. They anticipate the gaps between teams, processes, and system architectures to help their organization produce the best possible results for our customers.
This position is part of a team of technical program managers who support a wide range of technical programs and work closely with both business and product teams. In this role, you will help to improve customer case handling process and communications between GCR team and AWS service teams.
Key job responsibilities
Ensure efficient routing of field team requests to the appropriate owner within SSO or service teams. Track and analyze customer escalation tickets to identify areas for process improvement and overall program efficiency. Advise field teams on the correct procedures for various customer situations, including capacity reservation, service launch plans, and credit applications. Guide field teams on effective utilization of customer and internal tools.
Basic qualifications
- Bachelor's degree in engineering, computer science or equivalent
- 3+ years of technical product or program management experience; experience managing programs across cross functional teams, building processes and coordinating release schedules
Preferred qualifications
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
- Experience developing and executing/delivering product and technical roadmaps
A day in the life
The technical program managers work closely with both GCR field team members and also AWS service teams in managing technical programs or solving customer issues. They strive to find opportunities to improve the working process. They may deep dive into a material delivery issue that threatens their project schedule or resolve a technical challenge uncovered through execution.
About the team
The GCR SSO Launch TPM team focuses on 3 main areas: [1] Accelerate the launch of AWS services and features to the China regions as China launch SME partnering with launch stakeholders such as AWS service teams, Region Services, AWS Documentation, Launch Operations, CN local legal, compliance, software development and marketing teams; [2] Ensure the accuracy of product content and pricing information on AWS China dedicated websites; and [3] Keep the technical consistency with commercial regions by replicating the global projects or programs in the China regions.
BASIC QUALIFICATIONS
- Knowledge of software development and project management conceptsPREFERRED QUALIFICATIONS
- Master's degree-
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