Customer Operations Lead, Global Field Operations, Tech Infra Program Manager

This role is with our AWS Outposts Operations team delivering a new way for Infrastructure to be delivered to our customers. AWS Outposts brings native AWS services infrastructure and operating models to virtually any data center co-location space or on-premises facility. Customers can now use the same AWS APIs tools and infrastructure across their on-premises and the AWS cloud to deliver a truly consistent hybrid experience. The provided AWS Outposts infrastructure is fully managed maintained and supported by AWS directly to deliver access to the latest AWS capabilities for our customers.

We are looking for a Customer Operations Lead who is highly autonomous possesses a can do attitude and thrives in a fast-paced work environment. The Customer Operations Lead plays a key role in providing customer experience by facilitating the overall program management scheduling coordination and supply chain leadership associated with AWS installations and servicing efforts completed onsite at Client premises. The Customer Operations Lead is responsible for developing processes and deploying strategies that ensure required material and supporting teams are at the right place at the right time thereby enabling the achievement of defined service-level targets (SLTs). The Customer Operations Lead continuously seeks out and implements continuous process improvement initiatives that strengthen our end-to-end supply chain operations and logistics efforts by effectively engaging with internal and external partners and customers as well as third-party servicing providers to deliver meaningful results for our clients and teams.

AWS Infrastructure Services owns the design planning delivery and operation of all AWS global other words were 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 were looking for talented people who want to help.

Youll join a diverse team of software hardware and network engineers supply chain specialists security experts operations managers and other vital roles. Youll 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 youll experience an inclusive culture that welcomes bold ideas and empowers you to own them to completion.


Key job responsibilities
As a Customer Operations Lead you will lead program management efforts associated with installations break/fix and retrieval activities thereby enabling an optimized customer experience through focus on the following key activities:
Serve as the program manager for all orders within the assigned region partnering with leadership teams Operations technicians service support teams and third-party partners to deliver against established service level agreements (SLAs)
Lead all scheduling and coordination efforts to include formalizing assignments of technicians and/or third-party technicians coordinating travel schedules to align with customer requirements and navigating supply/materials logistics to ensure all required materials and human capital are prepared for on-schedule servicing
Serve as the primary point of contact for customers maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to all applicable teams and partners
Program manage efforts related to transferring assets across state/province and/or country lines partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets
Partner with and/or supporting third-party contractors to enable a seamless client experience while meeting established SLTs
Act as point of escalation for contractors technicians and transportation vendors; trouble-shooting issues as they arise
Consistently foster a culture of open and effective communication minimizing the learning curve associated with tasks and ensuring all stakeholders and customers are aligned around expectations and next steps at all times
Leverage data to track operational efficiencies and develop mechanisms and processes to further enhance operations as appropriate; Partner with leadership and SME teams to implement improvements to internal/external processes
Drive cross-functional strategic initiatives to improve supply chain efficiency and overall cost structure
Work cross-functionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts
May participate in efforts to train and/or mentor new employees ensuring a consistent focus on best-in-class client servicing
May be required to work outside of standard working hours to include nights and/or weekends (on-call rotations and/or on demand escalations) in support of client scheduling and/or time-sensitive escalations


- 3 years of technical program management experience
- Speak write and read fluently in English
- 3 years of work in data centers with an emphasis on building and equipment operation experience

- Bachelors degree in enginnering or equivalent or 4 years of data center engineering or operations experience
- Experience communicating clearly and concisely with leadership stakeholders and cross-functional teams
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines or experience in a fast-paced high-tech company
- Experience managing multiple projects in parallel through prioritization planning and task delegation
- Experience in a client-facing role with the proven ability to manage and effectively communicate expectations to clients

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans 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 VA Arlington - 95300.00 - 160000.00 USD annually