• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience
• Knowledge of Excel (Pivot Tables, VLook Ups) at an advanced level and SQL
• Experience using data and metrics to determine and drive improvements
• Experience working cross functionally with tech and non-tech teams

Amazon Web Services (AWS) is one of the world’s most comprehensive and broadly adopted cloud platform, offering over 165 fully featured services from data centers globally. Amazon Web Services, Inc. provides services for broad range of applications including compute, storage, databases, networking, analytics, machine learning and artificial intelligence (AI), Internet of Things (Io T), security, and application development, deployment, and management.

AWS Support helps customers of all industries and sizes gain the best value and service from AWS across the globe through dedicated team of Engineers and Technical Account Managers. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS.

Key job responsibilities
Program Manager – Capacity Planning is a newly created role where we are looking for an exceptional leader who is passionate about the Customer Experience, who thinks/acts globally, and who can contribute to major new innovations in the industry. You will experience a wide range of problem-solving situations, strategic to real-time, requiring extensive use of data collection and analysis. You are a leader with demonstrated ability to learn new capacity planning methodologies process mapping, process roll out and organization adherence to new processes. This opportunity requires excellent problem-solving, communication skills and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential. A strong record of customer advocacy and influence without authority is important for this role.

You will work in lock-step with multiple business teams, AWS Support Ops, Finance and Leadership.

You will:

• Build and implement capacity plans for hiring and staffing for AWS Enterprise Support that will allow organization to scale to customer demand in the coming years
• Identify/Implement capacity planning and management tools and technology enablers that will improve operating accuracy and efficiency
• Coordinate with Operations, Capacity Planning, Finance, and Biz Ops workflow teams to maintain and update staffing plans.
• Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.
• Prepare management reporting by collecting, analyzing, and summarizing data and trends and developing recommendations

Professional traits that is not unique to this position, but necessary for Amazon leaders:

• Exhibits excellent judgment
• Has relentlessly high standards
• Thinks strategically, but stays on top of tactical execution
• Expects and requires innovation of her/his team
• Thinks big and has convictions
• Is results oriented
• Comfortable working in a fast paced, highly collaborative, dynamic work environment

About the team
About AWS

Diverse Experiences
AWS 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.

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 Amaze Con (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.

About Sales, Marketing and Global Services (SMGS)

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.

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience
• 3+ years of driving process improvements experience
• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
• Experience building processes, project management, and schedules