AWS was named as the leader in the Infrastructure as a Service (IaaS) Magic Quadrant report for the 6th consecutive year in 2016. The Magic Quadrant for Cloud Infrastructure as a Service, Worldwide; Gartner placed AWS in the “Leaders” quadrant and positioned AWS as having both the furthest completeness of vision and the highest ability to execute. From start-ups to multi-national corporations to governments, more than 1 million active customers trust AWS every month as their cloud platform. Innovation is in our DNA. Our approach to product development and delivery is fundamentally different than other IT vendors, which has allowed us to ensure that our customers have the broadest, deepest, and most secure platform to build transformational applications and services since 2006. Additionally, Amazon.com has built a reputation for excellence with recent examples being named one of the most admired company in the US, one of the most innovative, and #1 in Customer Service. We are looking for a Senior Research Scientist to deliver innovative solutions to complex technical problems in a customer centric manner.
The AWS Support team is both a self-standing P&L and a critical operational function with the ability to drive Free Cash Flow and a world-class customer experience. AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the portfolio of products and features provided by Amazon Web Services. Customers include very large Enterprises (e.g. Dow Jones, NASDAQ, and Nokia); Public Sector companies (e.g. NASA JPL) as well as fast growing businesses and internet companies (e.g. Shazam). The AWS Support organization is global with 17 locations around the world. As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with customers as well as internal product teams across the full breadth of AWS services. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to AWS success.
As a Bus Dev and Analytics Manager for AWS Support, you will be responsible for developing KPIs, programs, tests and research in order to drive business solutions using computational techniques, statistics and business fundamentals to support strategic and tactical decision-making. The ideal candidate will have significant experience leading business development, intelligence, metrics and analytics initiatives, performing large-scale data analysis and reporting which drive actionable business decisions. This leader will then need to be able to utilize these actionable insights in a manner that focuses on the AWS Support business and its operations, and most importantly our customers. This person has the opportunity to leverage the extensive customer engagement datasets and provide meaningful insights to improve the customer experience as well as optimize business decisions for AWS Support and other AWS teams.
In addition, the role requires a person who has partnered with technical business leaders to grow the business by identifying areas of opportunity, optimization and drive product improvements and innovation. This position also requires a candidate who is able to drive P&L improvements in revenue, contribution and net margin through our operations and product offerings as well as influence technical decisions associated with our products and services. Last, this role requires influencing and providing direction to a myriad of technical teams in the areas of business, operations, technical requirements, standards and SLA’s by analyzing data to identify trends and opportunities.
This position requires an experienced, solution-oriented candidate with a combination of deep business acumen, knowledge of statistics, an analytical mindset and prior leadership experience. In addition, the candidate must have the ability to work with diverse stakeholder groups to solve business problems and provide data solutions that are organized and simple to understand.
This is a highly visible position that will interact at all levels of the AWS business.
Become part of this unique opportunity to make history defining the evolution of cloud computing.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.