Operations Program Manager, AWS Global Field Ops (GFO)

Operations PM Lead (Program Manager II)

This role is with our AWS Global Field Operations – delivering a new way for Infrastructure to our customers. AWS Global Field Operations 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 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 an Operations PM Lead (Program Manager II) who is highly autonomous, possesses a "can do" attitude, and thrives in a fast-paced work environment. The Operations PM Lead drives customer experience by owning the overall program management, scheduling, coordination, and supply chain operations associated with AWS installations and servicing efforts completed onsite at client premises. The Operations PM Lead is responsible for building scalable processes and deploying operational strategies that ensure required supporting teams are at the right place at the right time, thereby enabling the achievement of defined service-level targets (SLTs). The Operations PM Lead continuously identifies and drives continuous process improvement initiatives that strengthen our end-to-end operational processes and logistics efforts by effectively partnering with internal teams, external partners, customers, and third-party servicing providers to deliver meaningful results.

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.

Key Job Responsibilities

• Own end-to-end program management for all assigned operational activities, partnering with leadership teams, Operations technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs).
• Drive all scheduling and coordination efforts, including resource allocation of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and managing supply/materials logistics to ensure all required materials and resources are prepared for on-schedule servicing.
• Serve as the primary operational point of contact for vendors and customers, maintaining accountability for coordinating on-site schedules and logistics, and effectively communicating requirements and status to all stakeholders.
• Manage cross-border asset transfer programs, partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets across state/province and/or country lines.
• Build and implement scalable operational processes and mechanisms that improve efficiency, reduce cycle time, and enhance customer experience across the field operations lifecycle.
• Identify operational gaps and drive resolution through data-driven decision making, process improvements, and cross-functional collaboration.
• May be required to work outside of standard working hours, including nights and/or weekends (on-call rotations and/or on-demand escalations) in support of client scheduling and/or time-sensitive operational escalations.