Customer Operations Lead

We are looking for a Customer Operations Lead who is highly autonomous, possesses a “can do” attitude, and thrives in a fast-paced work environment. The Customer Operations Lead plays a key role in delivering exception service to our customers by facilitating the overall program management, scheduling, coordination, and supply chain leadership associated with AWS installations and servicing efforts completed onsite at Client premises. The Customer Operations Lead is responsible for developing processes and deploying strategies that ensure required material and supporting teams are at the right place at the right time, thereby enabling the achievement of defined service- level targets (SLTs). The Customer Operations Lead continuously seeks out and implements continuous process improvement initiatives that strengthen our end-to-end supply chain, operations, and logistics efforts by effectively engaging with internal and external partners and customers as well as third-party servicing providers to deliver meaningful results for our clients and teams.

Key job responsibilities

As Customer Operations Lead, you will lead program management efforts associated with installations, break/fix, and retrieval activities, thereby enabling an optimized customer experience, by relentlessly concentrating on these essential areas:

• Serve as the program manager for all orders within the assigned region, partnering with leadership teams, Operations technicians, service support teams, and third-party partners to deliver against established service level agreements (SLAs)
• Lead all scheduling and coordination efforts, to include formalizing assignments of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and navigating supply/materials logistics to ensure all required materials and human capital are prepared for on-schedule servicing
• Serve as the primary point of contact for customers, maintaining accountability for coordinating on-site schedules and logistics and effectively communicating these requirements to all applicable teams and partners
• Program manage efforts related to transferring assets across state/province and/or country lines, partnering with applicable internal and external teams to minimize delays in the delivery of required materials/assets
• Partner with and/or supporting third-party contractors to enable a seamless client experience while meeting established SLTs
• Act as point of escalation for contractors, technicians, and transportation vendors; trouble-shooting issues as they arise
• Consistently foster a culture of open and effective communication, minimizing the learning curve associated with tasks and maintaining clear communication with all stakeholders about deliverables and future actions
• Leverage data to track operational efficiencies, and develop mechanisms and processes to further enhance operations, as appropriate; Partner with leadership and SME teams to implement improvements to internal/external processes
• Drive cross-functional strategic initiatives to improve supply chain efficiency and overall cost structure
• Work cross-functionally and across Amazon teams to identify and apply best practices and continuous process improvement efforts
• Using English to conduct day-to-day business, both internally across Amazon and with external customers, as appropriate
• May participate in efforts to train and/or mentor new employees, ensuring a consistent focus on best-in-class client servicing
• May be required to work outside of standard working hours, to include nights and/or weekends (on-call rotations and/or on demand escalations) in support of client scheduling and/or time-sensitive escalations