Description

Amazon is seeking a dynamic problem solver who will lead a team of highly talent Developer Advocates in Content Apps and Partner Engagement (CAPE) team, who support global set of developers who distribute their apps and games within the Amazon Appstore. They will be interacting with both external developers and internal teams via a number of communication channels, initiatives to drive solutions to meet developer needs while driving operational enhancements internally.

As a player coach they will lead the team of Developer Advocates who work directly with developers to analyze and resolve issues. If you have a passion for the app space, thrive of providing the best-in-class support for app developers and have and a strong ability to communicate clearly and advocate for mobile app developers to internal product teams, this role is for you.

Responsibilities include leading the team to drive process and service improvements, monitor and improve day-to-day operational efficiency, enhancing and maintaining a best-of-class developer advocacy and support team, and management of resources across teams. A successful candidate will be an experienced support manager who is willing to take on a challenging space, has a strong metrics focus, great communication skills, strong customer focus and ability to lead collaboration with multiple cross-functional teams and loves a fast-paced environment.

Key job responsibilities

• Lead a team of highly talented Developer Advocates (Account Managers) responsible for managing support for third partner app developers.

• Drive organizational standards for operational excellence and resiliency

• Establish strong relationships with internal partners actively seeking solutions to developer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the developer experience

• Conduct deep dive analysis and provide routine reporting on inbound contact activity across developers, identifying patterns and trends.

• Participate in incident management to resolve in-field issues and communicate with a global audience.

• Develop and maintain a culture of innovation and operational efficiency in the team.

• Hiring, growing and retaining a high caliber support team, keeping up with the high Amazon bar.

• Develop and execute against organization and team roadmaps, goals and strategies.

About the team

Developer Support & Engineering (DSE) team with CAPE manages technical and business support for customer and partner for thousands of app developers globally who develop and publish apps on Amazon devices (Fire TV, Tablets) and Appstore.

Basic Qualifications

• Bachelor's degree

• 4+ years of team management experience

• Experience analyzing data and best practices to assess performance drivers

• Experience influencing internal and external stakeholders

• Experience using analytical, account management, and productivity tools, such as, Oracle Business Intelligence, SalesForce, Tableau, or similar

• 7+ years’ experience working directly with customers to address and resolve issues, preferably in support of a technical product or service

Preferred Qualifications

• Experience providing and leading teams in account/developer/customer support, preferably with problem ticketing, incident management, and/or issue escalation

• Expertise in handling multiple competing priorities in a fast-paced environment

• Substantive hands-on experience solving systems and operations problems with a drive to dig into the details of a system or process to address customer problems

• A successful track record of responding to/resolving customer issues through written communication

• Excitement to learn new technologies and help customers succeed

• Experience creating, testing or evaluating software applications would be ideal.