Senior Site Leader - AWS Customer Service

About the role

Amazon Web Services (AWS) is hiring a Customer Service Site Leader for its AWS Customer Service team, based in Cape Town, South Africa. The role sets the vision and direction for the AWS Customer Service group, which spans 12 sites worldwide, and delivers a world-class customer experience. The position is listed as permanent.

Key responsibilities

• Lead and manage 5-7 direct reports and 400+ indirect reports.
• Own the delivery of operational metrics and service levels across all contact types on the team.
• Act as the voice of the customer in internal meetings and advocate for customers by understanding complex billing processes and re-engineering them to reduce customer effort.
• Drive customer communication during critical events such as outages, billing issues and price changes.
• Work with engineering teams and product and service owners to drive tooling and process improvements, and lead projects that improve customer support processes.
• Mentor leadership at all levels and serve as a role model for the worldwide customer service network.
• Collaborate with other regional and site leaders in a matrixed organization and run periodic business reviews with AWS teams to influence senior leadership.
• Ensure customer feedback is incorporated into business plans, product roadmaps and feature development.

Required profile

• 7+ years of experience managing large-scale operations (customer service or equivalent operational teams).
• Bachelor's degree or equivalent experience; a master's degree or MBA is preferred.
• Experience in a customer-facing environment and in a metrics-based operational environment performing customer-focused analytics.
• Experience driving projects to improve support-related processes.
• Flexible work schedules (weekends and/or evenings).
• Business English proficiency.

Preferred qualifications

• Leadership experience managing change and critical issues in a dynamic environment.
• Experience with quality engineering, process improvement and operational excellence.
• Ability to communicate a vision, attract and develop talent, and connect closely to business details.
• Experience with AWS, cloud computing or technical support, and in the IT industry.