Description

We're seeking a Senior Technical Program Manager (TPM) to support new programs standup, operational improvements, and customer engagement for AWS data centers end-of-life hardware programs. It is a benefit to the candidate if they have physical datacenter operations experience but not necessary.

This role is inherently cross-functional and requires the ability to think big and collaborate with others as you work closely with teams across data center operations, engineering, legal, compliance, and security. We are looking for a customer obsessed critical thinker who thrives on solving challenges in partnership with teams across AWS. You are comfortable with ambiguity and display high levels of bias for action and ownership. Since our systems are foundational to the lifecycle management of hardware in AWS data centers, you will have the opportunity to learn about data center operations and supporting services.

As a Sr. TPM in AWS Infrastructure Operations, you will influence how the team operates and works with internal stakeholders, partners, and customers. We establish enabling capabilities that span physical logistics, operating procedures, software tools, and best practice techniques for data center operations to safely and securely decommission parts.

You will be responsible for driving large-scale global projects and initiatives, lead cross-functional teams focused on the delivery of new and improved capabilities, features, and tools that enhance productivity, open capacity at a faster rate and secure devices to AWS standards. You will gather business requirements, document functional and design specifications, define User Acceptance Criteria for testing software and equipment, ensure systems capture applicable data to enable the customer to measure the effectiveness of their processes, software, and equipment on a day-to-day basis, identify and assemble the appropriate resources for each project, assign individual responsibilities, and develop the milestones and launch schedule to ensure timely and successful delivery of the project.

You will work on a team to define, scope, and execute multiple simultaneous end-to-end programs based on data-driven analysis, collection of customer feedback and business/system requirements. You can prioritize well, communicate clearly, and have a consistent track record of delivery. You are proactive in removing roadblocks, and can handle multiple competing priorities in a fast-paced environment. You will be a positive influencer across diverse teams, effective advocate for the Voice of the Customer, and help deeply technical teams deliver meaningful experiences while monitoring impact to the intended outcomes. You are able to handle business escalations with a data-driven approach to build trust with our customers, engineers and senior leaders. You rely heavily on influence over authority to drive project deliverables.

The right candidate will possess a strong program management background, will have demonstrated experience leading projects, will have experience leveraging Voice of Customers (VoC) mechanisms to drive changes on their behalf, and will have a well-rounded technical background. You must be able to thrive and succeed in an entrepreneurial environment, and not be hindered by ambiguity or competing priorities. This means you are not only able to develop and drive program initiatives, but can also roll up your sleeves, dig in and get the job done. As a Sr. TPM, you will anticipate bottlenecks, provide escalation to management, anticipate and make trade-offs, and balance the business needs versus technical constraints. An ability to provide effective written and verbal communicate to customers, stakeholders, and executives is critical.

Successful candidates will be able to balance think big with realism, deliver achievable program plans while communicating to different stakeholder groups.

This position requires that the candidate selected be a US Citizen.

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. Our employee-led affinity groups, reaching 40,000+ member over 190 global chapters. We have innovative benefit offerings, and we host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Key job responsibilities

You will have the opportunity to work cross-functionally to understand and dive deep into operational, compliance, voice of the customer requirements, including:

• Develop mechanisms through which the Voice of the Customer permeates our organization and informs roadmap planning and decisions.

• Develop new tools, methodologies, and/or standards for managing parts end-of-life decommissioning and disposal.

• Build strong relationships with internal stakeholders to understand priorities, advocate for the customer, and set cross-org roadmap priorities.

• Identify, assess, track and mitigate issues and customer frustration at multiple levels

• Develop a deep understanding of our customers' interaction by gathering and analyzing structured and unstructured data, synthesizing and publishing findings and recommendations.

• Lead complex initiatives to benchmark and improve our services.

• Develop program scope, manage data collection and analysis, identify best practices, and present results to cross-functional partners, including senior leaders.

About the team

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded TPM and enable them to take on more complex tasks in the future.

AWS Infrastructure Services owns the design, planning, delivery, and operation of all AWS global infrastructure. In other words, we’re the people who keep the cloud running. We support all AWS data centers and all of the servers, storage, networking, power, and cooling equipment that ensure our customers have continual access to the innovation they rely on. We work on the most challenging problems, with thousands of variables impacting the supply chain — and we’re looking for talented people who want to help.

You’ll join a diverse team of software, hardware, and network engineers, supply chain specialists, security experts, operations managers, and other vital roles. You’ll collaborate with people across AWS to help us deliver the highest standards for safety and security while providing seemingly infinite capacity at the lowest possible cost for our customers. And you’ll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.

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.

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.

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.

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.

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.

We are open to hiring candidates to work out of one of the following locations:

Arlington, VA, USA | Herndon, VA, USA

Basic Qualifications

• 5+ years of technical product or program management experience

• 7+ years of working directly with engineering teams experience

• Experience developing and executing/delivering product and technical roadmaps

• Experience owning/driving roadmap strategy and definition

• Experience managing technical programs across cross-functional teams, building processes and coordinating release schedules

Preferred Qualifications

• Experience leading highly technical programs involving infrastructure, complex systems, systems engineering

• Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

• 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience

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.