Description

Since 2006, Amazon Web Services has been the world’s most comprehensive and broadly adopted cloud. AWS has been continually expanding its services to support virtually any workload, and it now has more than 240 fully featured services for compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (IoT), mobile, security, hybrid, media, and application development, deployment, and management from 105 Availability Zones within 33 geographic regions, with announced plans for 18 more Availability Zones and 6 more AWS Regions in Malaysia, Mexico, New Zealand, the Kingdom of Saudi Arabia, Thailand. Millions of customers—including the fastest-growing startups, largest enterprises, and leading government agencies—trust AWS to power their infrastructure, become more agile, and lower costs. To learn more about AWS, visit aws.amazon.com.

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.

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the 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.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

AWS is committed to a diverse and inclusive workplace to deliver the best results for our customers. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status; we celebrate the diverse ways we work. For individuals with disabilities who would like to request an accommodation, please let us know and we will connect you to our accommodation team.

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Basic Qualifications

• Knowledge of software development and project management concepts

Preferred Qualifications

• Master's degree