DESCRIPTIONDo you like driving SDLC delivery excellence, partnering with product teams, business and operations customers to deliver solutions and help AWS engineers translate, implement, and manage innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest Cloud and GenAI computing technologies?At AWS Kumo, we hire the world's brightest minds, offering an environment where they can relentlessly detect, design, and drive solutions to excel operationally and improve customer experiences with AWS Support.We are seeking an experienced, self-starter Technical Program Manager (TPM) to be a trusted technology partner for our product teams and customers, driving Customer Service tech solutions and products, implementing and rolling out tooling and mechanisms to drive industry-leading Support delivery performance, scoping and delivering critical cross-organizational projects end-to-end, and being at the forefront of AWS Support technology delivery.Key job responsibilitiesYou'll be responsible for defining, fine-tuning, and driving adoption of and adherence to mechanisms and tooling to provide industry-leading SDLC management, delivery, scalability, and operations. You will use your TPM expertise and business and tech acumen, as well as analytical skills to implement the right inputs, outputs, and KPIs that will help us achieve outstanding business and delivery outcomes.You will partner with multiple design, product, software engineering, and other tech teams to deliver cohesive user experiences across our Customer Service and Interaction Management tools to enable thousands of AWS engineers and end customers, resulting in increased self-service and high customer satisfaction for partners and customers.A day in the lifeAWS 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.AWS Kumo combines the culture of a startup, the innovation and creativity of an R&D Lab, the work-life balance of a mature organization, and provides amazing technical challenges at AWS's scale. Our team provides technology and trusted expertise that intelligently anticipate and resolve AWS customer needs, helping them adopt, optimize, and operate at scale. Kumo's products, used by AWS customers and the support teams that help them, are vital to ensuring exceptional customer experiences on AWS. Within Kumo, Gaido is Kumo's central Technical/Program Management organization, where we drive some of the most significant AWS Support and Kumo product initiatives. Kumo owns customer-facing applications like Trusted Advisor, Health Dashboard, AWS re:Post, and Support Center and multiple internal tooling systems. We are a highly innovative global organization revolutionizing the way customers engage and seek help from AWS.About the teamDiverse ExperiencesAmazon 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.BASIC QUALIFICATIONS- 5+ years of technical product or program management experience- 7+ years of working directly with engineering teams experience- 3+ years of software development experience- 5+ years of technical program management experience working directly with software engineering teams and also have proven experience managing programs across cross-functional teams, building processes and coordinating release schedulesPREFERRED QUALIFICATIONS- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience- Experience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules- Experience defining KPIs/SLA's used to drive multi-million dollar businesses and reporting to senior leadershipAmazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas.
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