Business Operations Manager, IT Services

DESCRIPTION

Amazon continues to experience explosive growth and are constantly moving at pace. To support this growth, IT Services (ITS) is looking for an experienced Business Operations Manager within the IT On-Premise Support organization. The Business Operations Manager will be responsible for contributing to the overall health of the organization focused on maturing the rhythm of the business encompassing Weekly/Monthly/Quarterly Business Reviews, oversight of financials, data analysis to reduce contacts, assisting the development of production goals, leading improvements in cross functional workflows, and partnering to establish the Amazon On-Premise Support Strategy for IT. This role will focus on improving the Amazonian experience with On-Premise service and support encompassing: site infrastructure, in-person IT support, executive support, meeting room/AV, warehouse and logistics, PC lifecycle refresh, IT vending, and Event Production.
This role will be required to successfully partner with various groups across Amazon including Enterprise Engineering, Corporate Infrastructure Services, Global Real Estate and Facilities, IT Products and Development, and both physical and logical Security. You will need to interface with Amazon leaders and stakeholders on new programs and initiatives and make tradeoffs between short-term needs vs. long-term needs. The successful candidate is an excellent communicator that finds innovated ways to deliver customer experience improvements within a cross functional collaborative team.
The ideal candidate needs to be a hybrid: part visionary/part firefighter/part builder/part operator. It demands an individual who is passionate about the opportunity to help evolve a critical IT team at a fast-growing company and who is always driving continuous improvement and simplification for customers and the team. Key job responsibilities
• Strategy and Planning – Partner in the development of IT On-Premise Support 3-year plan.
• Process Improvement – Collaborate with peer organizations to lead global service improvement efforts across IT.
• Program Management – Act as the focal for new products/services launches coming into the On-Premise support team from partner organizations (e.g. Appointment Based Support).
• Tools Standardization – Lead an effort to rationalize the number of tools leveraged by On-Premise to improve utilization and reporting.
• Rhythm of the business – Lead the Weekly, Monthly, and Quarterly business review process for On-Premise support.
• Stakeholder Engagement – Partner with key stakeholders including Enterprise Engineering, Networking, Business Intelligence and Product Management to influence the development, design, and reporting of On-Premise tooling. To accomplish this the candidate must have a solid understanding of IT infrastructure and End User computing in a corporate environment.
• Data Analysis – Dive deep into contact data to understand why Amazonians require support to influence product roadmaps while reducing defects through process improvement and root cause analysis.
• Standardization - Responsible for leading standardization of global processes and reporting across ITS On-Premise Support. We are open to hiring candidates to work out of one of the following locations: Seattle, WA, USA

BASIC QUALIFICATIONS

- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules