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AWS Partner Network (APN) Support Manager, APN Support

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the APN Support team you will be at the forefront of this transformational technology assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications.

APN Support provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help with Partner Central inquiries, guidance on Partner Programs, and interface with AWS teams to provide the perspective of the Voice of the Customer.

Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family?

As an APN Support Team Manager, you are responsible for ensuring that front line APN Support Representatives are set up for success. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals. You will provide individual coaching feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction. You will work with exceptionally driven, customer focused Associates and cross functional teams to support APN Partners.

In addition, your responsibilities will include, but will not be limited to, the following:

Key job responsibilities
People Management
• Leading a team of 5-10 associates; responsible for overall direction, coordination, and evaluation of the team.
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Carry out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
• Can adapt well and lead team in an environment through changes in circumstances, direction, and strategy.

Project and Operations Management
• Own escalated customer contacts and leading the effort to satisfactorily resolution
• Perform deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes
• Drive projects that improve support-related processes
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience
• Perform ambiguous tasks without guidance and support and have the ability to suggest actions without having all the information.

BASIC QUALIFICATIONS

• 2+ years of experience in a fast-paced customer support team working within trouble ticketing/tracking systems.
• 1+ years leadership experience preferably in contact center operations.

PREFERRED QUALIFICATIONS

• Familiarity with Salesforce products
• Experience with AWS technologies
• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills
• Ability to function in an ambiguous, fast paced work environment
• Ability to recognize patterns

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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AWS Partner Network (APN) Support Manager, APN Support

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Amazon

Our mission: To be Earth's most customer-centric company.

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