Description

As the Marketing Operations Support Manager you will work within the Email Marketing Technology Team (EMT) organization with a specific focus on supporting our global marketing community of 1K+ marketers specifically with Marketo email automation software and other API integrations. The Manager works globally with partner teams with a focus on on-Amazon channels. You will ensure that the most relevant messages are being surfaced, at the right time, to the right customers. Through your rapid test and learn approach, you will work to refine targeting, metrics, and ongoing strategies. We are seeking a highly curious, passionate, and data-driven individual who can dive deep to optimize performance and solve problems for stakeholders across all regions, while creating bar-raising support experiences. This role demands a motivated self-starter who’s able – and wants to – operate in a lean, fast-paced organization that scales quickly. The ideal candidate possesses an in-depth knowledge of marketing automation (e.g., Marketo) processes and technology, and can identify areas of needed improvement and automation to remove marketer pain points and raise the bar on email excellence. You will be expected to be an active voice in our leadership discussions as we make decisions on our priorities and goal-tracking based on marketers needs and analyses that you have conceive and created.

Responsible for managing the processes, technology, and data that powers the AWS marketing email function, contributing to the organization's marketing success. This role involves overseeing and managing Marketo and its primary integrations while continuously evaluating opportunities for implementing new marketing technologies to enhance efficiency and optimize EMT's tech stack. They will play a crucial role in ensuring data integrity and accuracy within Marketo databases. Collaborating closely with marketing teams, they will work to optimize campaign and system performance. Their expertise will help identify areas for streamlining marketing and operational processes, ultimately enhancing operational efficiency. Implementing best practices and standardizing processes across the marketing organization will be another key aspect of their responsibilities. Additionally, they will actively support our SIM troubleshooting queue, assisting in driving key metrics for operational excellence, such as MTTR (Mean Time to Resolution), burn rate, and other relevant performance indicators.

Key job responsibilities

• Develop a deep understanding of AWS’s email automation needs and become a Marketo expert.

• Deliver timely, accurate and professional technical support assistance as a leader of the operations support intake queue to internal colleagues. Have the ability to dive deep in the understanding of their key issues, and how their needs can be met with existing (and new) tooling innovations where necessary.

• Look around corners to identify and execute on future-facing strategic and quantifiable opportunities to enable growth for the marketing organization and the support of email excellence.

• Design, help build, and maintain knowledge resources to help our marketers self service support issues.

• Be a leader in gen AI integration opportunities within support ops to help the department scale.

• Create training (in-person/on-demand) and documentation materials to support the team achieve operational excellence

A day in the life

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.

Diverse Experiences

Amazon 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.

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.

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 flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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 and 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.

Basic Qualifications

• Experience with Marketo, or similar email platforms

• 7+ years of project management, consulting, operations, and/or technical services experience

Preferred Qualifications

• Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms

• Advanced knowledge of Marketo in both front end and back end technical support and marketing automation

• Experience working in customer service, or marketing operations support roles

Amazon is committed to a diverse and inclusive workplace. 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $112,800/year in our lowest geographic market up to $186,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.