Job Description

DESCRIPTIONImagine helping customers use every service and feature (there are thousands of them) offered across the wide an ever-expanding breadth of AWS and you\'ll only just begin to understand the complex and downright fun environment AWS Support lives in every day.AWS Language Support (LS) aims to provide support to all AWS customers in their preferred languages. Currently we support customers who prefer using Mandarin, Japanese, French and Korean. LS staff located in 7 countries provide 24-7 support. In the next few years, we are set to offer support in more languages by leveraging machine translation and hiring more bilingual staff globally. To fulfill our vision, AWS LS has a bold technology strategy. Implementation of the strategy requires working successfully with multiple stakeholders across our frontline organization and software engineering organization, to continuously improve tools, products, workflows, and the overall technology platforms needed to deliver an exceptional experience for our global customers and Support employees. We believe the best solutions are yet to come. We embrace scientific and systems thinking, pursue continuous improvement, and develop technology to deliver world-class support.The Senior Technical Program Manager will support the tooling and product needs of the AWS LS team globally. This role will work directly with the leader of our Tooling, Automation, and Security organization while at the same time working closely with the Director, AWS Language Support as a trusted advisor. The role will also influence and integrate across other Frontline Support organizations and our software engineering organization. This role will lead the creation and refinement of our technology strategy for LS; develop and enhance strategic tooling projects; oversee program management across our tooling projects; and set, track, and ensure aligned goals between teams. The Senior TPM will plan and direct tooling projects for LS, organize and prioritize tooling and product feature requirements, assess and distribute information on the tooling program for LS, and lead strategic tooling projects against goals to support organization priorities. The role will promote efficient execution across teams, being the \'connective tissue\' that links tooling enhancements to the strategy of LS.The successful candidate will bring experience in driving strategic tooling programs, strong program management experience, and prior focus on facilitating executive-level decisions and driving collaboration across multi-cultural and global teams, as well as the ability to work cross-functionally in a highly matrixed organization The individual must posses exceptional work ethic to deliver desired results, excellent communication skills, and drive towards simple, scalable tooling solutions to solve challenging and complex problems.Key job responsibilities
- Develop and refine strategic tooling programs, build business and cross-regional alignment, and improve execution against tooling projects.
- Identify tooling solutions to the strategic challenges and opportunities facing Frontline teams.
- Analyze tooling opportunities, summarize findings, develop go-forward plans, and act as part of the ongoing team to translate recommendations into results.
- Develop strong, productive relationships across peer organizations to advance tooling for LS.
- Guide visible strategic tooling projects for LS including developing a strong understanding of pain points for the LS organization.
- Establish and own plans that remove blockers and improve the performance of the teams involved in delivering tooling enhancements for LS.
- Improve outcomes for the LS tooling program and deliver exceptional results.BASIC QUALIFICATIONS- 5+ years of technical product or program management experience
- 5+ years of technical program management working directly with software engineering teams experience
- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedulesPREFERRED QUALIFICATIONS- 7+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience defining KPI\'s/SLA\'s used to drive multi-million dollar businesses and reporting to senior leadership
- 7+ years of technical program management working directly with software engineering teams experience

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