Customer Operations Lead, Global Field Operations in London

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 exceptional 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

• Lead program management efforts associated with installations, break/fix, and retrieval activities, thereby enabling an optimized customer experience.
• 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, including formalizing assignments of technicians and/or third-party technicians, coordinating travel schedules to align with customer requirements, and navigating supply/materials logistics.
• 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 support third-party contractors to enable a seamless client experience while meeting established SLTs.
• Act as point of escalation for contractors, technicians, and transportation vendors; troubleshooting 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.
• 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, including nights and/or weekends (on-call rotations and/or on-demand escalations) in support of client scheduling and/or time-sensitive escalations.

Basic qualifications

• Experience previously in program or project management.
• Experience in data center engineering or operations.
• Speak, write, and read fluently in English.

Preferred qualifications

• Experience in data center design, construction, operations, or facility maintenance.
• Experience in customer-facing roles.
• Experience communicating to senior management and customers verbally and in writing.
• Experience prioritising and handling multiple assignments at any given time while maintaining commitment to deadlines.
• Experience performing ad hoc analysis using advanced Excel.
• Experience in warehouse operations and logistics or equivalent.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.