DESCRIPTION:

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions.

As an increasing number of large enterprises move their critical systems to the cloud, we are in need of high-powered technical leaders to help Amazon's largest and most strategically important customers navigate the operational challenges of cloud computing. You will work with our top-tier customers, supporting the software development life-cycle for cloud services, operations management of active services, and business relationships with AWS. In this role, you will have the opportunity to help shape and execute a strategy to build mind-share and broad use of Amazon Web Services with one of our largest customers. You must possess management and customer-facing skills that enable you to represent AWS well within a customer's environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of the efficiencies, cost savings and quick innovation available only in the cloud.

As Enterprise Support Manager, you will lead a team of Technical Account Managers who are the primary operational point of contact for your customer, helping to plan, review, and oversee ongoing operations of business critical applications. You will set the standard for how your team uses generative AI and AI agents in their work - driving fluent, everyday use of AI-assisted tooling to accelerate troubleshooting, operational reviews, and customer insights, and holding the team to a high bar on reviewing and steering agent-generated output rather than accepting it unchecked. You will leverage your broad experience to work closely with sales leadership to plan and ensure successful launch and operations of AWS's largest application workloads. You will lead operations reviews, both internally and with your customers, while constantly seeking ways to improve your customer's AWS experience. In this role, you will also act as the voice of the customer within AWS to escalate problems and to drive prioritization of business needs for our customers.

Key job responsibilities
Every day will bring new and exciting challenges on the job while you:

Champion and advocate for Enterprise customers within Amazon Web Services (be their voice)

Develop the team responsible for solving technical issues and working directly with AWS engineers to ensure that customer issues are resolved as expediently as possible

Lead the adoption of AI-assisted ways of working across your team - establishing how agents are used for workload discovery, deep dive reviews, and operational analysis, and coaching TAMs to compress context-building and reviews while owning the quality of the outcome

Guide customers on adopting AWS generative AI services to modernize and streamline their operations, and ensure your team can advise credibly on that journey

Participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud

Help Enterprise customers define IT and business processes that work well with cloud deployments
Engage with Director and C-Level executives to translate business needs into technical and operational plans

Work with AWS executive leadership to influence the product roadmap

Provide detailed reviews of service disruptions, metrics, detailed pre-launch planning

About the team
In GFS, we provide support to some of the world's largest financial services industries. We align ourselves with our customers to support their adoption of the cloud. We analyze and assist with financial goals, performance goals, and partner with our customers to provide a cloud experience that suits their needs. We cover the divisions of capital markets, insurance, and banking and payments.

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
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

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.

BASIC QUALIFICATIONS:

- 5+ years of technical team management experience
- Experience hiring, developing, and managing high-performing technical teams
- Experience improving and creating new processes and structure to achieve goals
- Experience driving improvement programs in the operations, engineering and support fields
- Bachelor's Degree in Computer Science, Math, or related discipline, or equivalent work experience

PREFERRED QUALIFICATIONS:

- Experience scaling an organization through rapid growth or expansion
- Experience in business development, account management, product management, project management, financial analysis and/or marketing
- Experience communicating across technical and non-technical audiences and at C-level, including training, workshops, publications
- Experience effectively communicating complex concepts through written and verbal communication
- Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
- Experience developing customer relationships and influencing key decision-makers
- Experience as a manager with a track record of success

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.