Enterprise Support Manager, Devices and Services Enterprise Support (DES)

About the role

We are looking for an experienced Technical Enterprise Support Manager to lead and scale our Enterprise Support Engineering team within DES. In this role, you will own the operational health of a globally-distributed support organization, drive measurable improvements in partner satisfaction and SLA performance, and build the mechanisms that allow DES to scale across new lines of business.

Responsibilities

• Own management of daily operations, on-call shift coverage, and ticket volume to ensure DES meets SLA adherence and customer satisfaction scores
• Lead, coach, and develop a team of Enterprise Support Engineers while building a culture of accountability, continuous growth, and independent problem-solving and relevant technical skills
• Analyze key performance metrics for Enterprise Support and identify levers for improvement
• Engage with partners and internal teams to deeply understand and measure customer value and pain points
• Identify, design and execute controlled experiments to drive efficiencies in Enterprise Support
• Incrementally improve mechanisms (WBRs, QBRs, SOPs, trainings) to deliver value to the business
• Prepare and present business reviews to the senior product, engineering and BDSA management teams
• Deep dive into partner cases to identify trends and support the team in gap analysis to improve customer satisfaction scores

Requirements

Key job responsibilities include owning management of daily operations, leading a team, analyzing metrics, engaging with partners, and preparing business reviews. This role requires experience managing a support team, cross-functional collaboration, and a strong understanding of service delivery and performance improvement strategies.

Qualifications

• 5+ years of managing with a track record of success experience
• Experience with service delivery and service level management
• Experience formulating and implementing training and performance improvement strategies
• Experience working cross-functionally with a wide breadth of stakeholders, users, engineers, and leaders to generate buy-in

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, or a related technical field
• Experience driving projects to improve operations and support-related processes
• Experience handling large enterprise technical customer escalations
• Experience in AWS services
• Experience in project and program management and delivering key business outcomes

Benefits

Amazon offers comprehensive benefits including health insurance, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.