Sr. Technical Program Manager, Enterprise Support

The AWS Enterprise Support team interacts with leading companies and helps customers gain the best value and services from AWS. We are looking for a highly motivated, proactive Sr. Technical Program Manager (TPM) to develop and deliver communications programs and mechanisms that help the Enterprise Support organization operate more efficiently. This role is focused on developing solutions that enable Enterprise Support team members to delight their customers. The ideal candidate will work closely with technical leaders, product/program managers, and AWS service teams to enable technical account managers to prioritize and respond to changes impacting customers. They will define communications strategy for the business, gather insights from customer-facing employees, facilitate technical collaboration, and drive execution of technical programs. Successful candidates will be detail-oriented and organized, are able to operate in a high-velocity environment, have technical knowledge of AWS domains, and will always “roll up the sleeves” to get things done.

Key job responsibilities
* Define and execute communications strategy in partnership with technical leaders, while tracking key performance indicators for delivery and impact.
* Gather stakeholder requirements, define technical and business requirements to improve the customer experience.
* Develop deep knowledge of technology, processes, best practices and solutions utilized across AWS Support.
* Dive deep and analyze performance metrics, identify gaps, determine mitigation steps, implement, and report on progress against goals.
* Host sessions to deeply understand the impacts of system or process changes and aggregate feedback across regions, industries, and teams.
* Balance priorities while managing stakeholder expectations and communicating progress effectively.
* Understand how various tools, systems and related technical concepts integrate with one another to maximize program outcomes.