Sr Manager Support Engineering
Amazon Fulfillment Svcs, Inc - Seattle, WA

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Are you excited to drive high-visibility, strategic logistics and technology solutions to help streamline Amazon's Fulfillment Technologies Support Operations?

Amazon Fulfillment Technologies is looking for a Senior Manager with the senior leadership experience to manage all aspects of a mission-critical engineering support organization and a strong delivery record to execute strategic, cross-functional operations and technology projects.

This position involves regular communication with senior management on status, risks and change control. Cross-team coordination, project management and executive presentation skills are essential.

This role requires leadership skills to:
  • Manage other managers
  • Establish best-practices in the operation of a fast-paced engineering support team (e.g., root cause analysis, trouble ticket metrics analysis, customer use-case analysis, upstream recommendations on product enhancements).
  • Set high software quality standards and, at all times, represent the interests of an extremely large, globally-distributed customer population

This role requires working with service teams across worldwide operations (e.g., Engineering, IT, and Systems Operations) to:
  • Define requirements and high-level process/system solutions
  • Lead cross-functional business and development teams
  • Manage the timelines for all software and operations teams to support project launches

Needed Skills and Abilities:
  • Influencer : Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion
  • Leader : Significant experience leading teams, developing your directs to consistently deliver valuable projects
  • Doer : Ability to successfully deliver end-to-end technology and operations projects, working through the many obstacles along the way
  • Communicator : Ability to communicate expectations and requirements equally well with business and technology teams, and capacity to write well-reasoned and data-driven proposals, performing your own data analysis as necessary
  • Problem Solver : Ability to utilize exceptional problem-solving skills to work through difficult challenges

Basic Qualifications
Basic Qualifications:
  • 6+ years’ experience managing a support organization for a large, complex suite of integrated products (commercial or internal)
  • Experience hiring, mentoring, developing, and managing highly-successful and efficient tier-1 product support teams
  • Experience designing and deploying support management tools and ticketing systems
  • Experience supporting and managing distributed software systems using operational metrics and analysis
  • Customer-centric orientation as evidenced by the quality and efficacy of products, services, and support delivered.
  • A creative problem solver who proactively seeks out system or process enhancements in support of his/her customers
  • Experience with identifying root cause analysis
  • Experience engaging and influencing senior executives using both verbal and written communication tools
  • A Bachelor’s degree in CS, Electrical Engineering, or Mathematics, or a related field of study, plus:
    • 5+ years’ experience in application/product support engineering OR 5+ years’ experience in a related occupation
  • Applicants having a BA in a field other than CS, EE, or Mathematics, or a related field of study, will be considered if s/he can demonstrate comparable skills, knowledge, and experience gained from:
    • 10+ years’ experience in application/product support OR 10+ years’ experience in a related occupation
Preferred Qualifications
Are you excited to drive high-visibility, strategic logistics and technology solutions to help streamline Amazon's Fulfillment Technologies Support Operations?

Amazon Fulfillment Technologies is looking for a Senior Manager with the senior leadership experience to manage all aspects of a mission-critical engineering support organization and a strong delivery record to execute strategic, cross-functional operations and technology projects.

This position involves regular communication with senior management on status, risks and change control. Cross-team coordination, project management and executive presentation skills are essential.

This role requires leadership skills to:
  • Manage other managers
  • Establish best-practices in the operation of a fast-paced engineering support team (e.g., root cause analysis, trouble ticket metrics analysis, customer use-case analysis, upstream recommendations on product enhancements).
  • Set high software quality standards and, at all times, represent the interests of an extremely large, globally-distributed customer population

This role requires working with service teams across worldwide operations (e.g., Engineering, IT, and Systems Operations) to:
  • Define requirements and high-level process/system solutions
  • Lead cross-functional business and development teams
  • Manage the timelines for all software and operations teams to support project launches

Needed Skills and Abilities:
  • Influencer : Innovative leader with the ability to identify opportunities and influence organizations to gain support and overcome resistance with data and persuasion
  • Leader : Significant experience leading teams, developing your directs to consistently deliver valuable projects
  • Doer : Ability to successfully deliver end-to-end technology and operations projects, working through the many obstacles along the way
  • Communicator : Ability to communicate expectations and requirements equally well with business and technology teams, and capacity to write well-reasoned and data-driven proposals, performing your own data analysis as necessary
  • Problem Solver : Ability to utilize exceptional problem-solving skills to work through difficult challenges

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