Manager, Contract Operations, Business & Product Operations

The Contract Operations Manager will lead the Shared Services Contract Ops team within Business & Product Operations. This team functions as a flexible resource pool that scales to meet peak period volumes and ad-hoc needs across multiple contract workstreams including Solution Provider Sponsorship Support and other lines of business. The role requires close coordination with workstream leads and managers who own the end-to-end processes for each line of business ensuring the Shared Services team is effectively deployed trained and delivering quality output regardless of which workstream they are supporting.

This manager will oversee direct reports across multiple U.S. locations including temporary staffing and will matrix-manage team members in international offices. Success in this role requires strong collaboration with local managers in international sites to jointly support growth development and performance management for matrix-managed team members.

Basic Qualifications
Bachelors degree or higher in a related field (e.g. Business Administration Legal Studies Operations Management Finance Economics Computer Science etc.) or equivalent combination of education and experience (e.g. paralegal certificate plus additional years of relevant experience)
7 years experience in a contracts-related field such as contract operations legal operations sales operations procurement or similar.
4 years experience leading a team including experience managing professionals (e.g. Contract Specialists Paralegals Contract Administrators) in a contracts-related discipline.
Familiarity with ticketing/queue-based workflow systems and capacity planning
General knowledge of contracting processes and tools sufficient to monitor queues assess quality and triage escalations
Strong written and verbal communication skills with the ability to coordinate across time zones influence without direct authority and partner effectively with peer managers
Proven track record of managing through ambiguity shifting priorities and peak volume periods

Preferred Qualifications
Experience managing a geographically dispersed team including both direct and matrix-managed reports
Demonstrated ability to manage flexible/shared resource models that support multiple workstreams or lines of business
Experience in contract operations deal desk or sales operations within a technology or cloud services environment
Track record of developing talent and building high-performing teams in a shared services or resource pool model
Data-driven mindset with experience using metrics to balance workload distribution measure team performance and inform staffing decisions
Experience managing temporary or contingent staffing alongside permanent team members
Comfort operating autonomously while maintaining strong cross-regional and cross-functional partnerships


Key job responsibilities
Team Leadership: Manage and develop a team of Contract Specialists across multiple U.S. locations including oversight of temporary staffing resources to meet fluctuating demand
Matrix Management: Partner with local managers in international offices to co-manage team members aligning on performance expectations career development and day-to-day priorities
Flex Capacity Management: Strategically deploy team resources across workstreams to respond to peak volumes ad-hoc requests and shifting business priorities balancing coverage without requiring deep expertise in every line of business
Workstream Coordination: Maintain strong partnerships with workstream leads/managers who own each contract type ensuring clear handoffs consistent quality standards and timely escalation paths
Queue Monitoring & Escalations: Leverage general contracting knowledge and tooling proficiency to monitor team queues identify bottlenecks and address escalations across workstreams
Operational Excellence: Drive process improvements standardize workflows and build repeatable frameworks that enable the team to flex efficiently across diverse contract types
Communication & Reporting: Translate operational performance data into clear actionable insights for leadership and cross-functional stakeholders


About the team
About AWS
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats 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 its 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 & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll 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 theres nothing we cant achieve in the cloud.

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.

- 4 years of people management experience
- Bachelors degree in Business Administration Finance Economics Computer Science or a related field
- Experience in people management
- Experience developing and implementing systems/tools utilized for CRM variable compensation revenue reporting forecasting Salesforce automation etc.
- Experience using Salesforce or other CRM tool

- Experience designing business processes
- Experience in multiple organizational functions such as compensation forecasting or organizational development
- Experience working within a high-growth technology company
- Masters degree or equivalent

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 TX Dallas - 147300.00 - 199300.00 USD annually
USA VA Arlington - 147300.00 - 199300.00 USD annually
USA WA Seattle - 147300.00 - 199300.00 USD annually