Business Operations Manager, IT Services - Global On-Premise Support

Amazon; Vancouver; On-site; USD 84,000 - 141,000; Full time

Job summary

Amazon, a leading technology company, seeks a Business Operations Manager to enhance its IT On-Premise Support. The role involves strategic planning, process improvement, and stakeholder engagement to deliver excellent customer experiences and drive continuous operational enhancements.

Qualifications

• 6+ years of program or project management experience.
• Strong verbal/written communication and data presentation skills.
• Experience in lean, six-sigma, process improvement.

Responsibilities

• Lead the Weekly, Monthly, and Quarterly business review process for On-Premise support.
• Drive process improvements by analyzing contact data.
• Partner with stakeholders to influence IT product development.

Skills

Program Management

Data Analysis

Process Improvement

Communication

IT Infrastructure

Education

Master's degree or MBA

Job description

Business Operations Manager, IT Services - Global On-Premise Support

Amazon continues to experience explosive growth and are constantly moving at pace. To support this growth, IT Services (ITS) is looking for an experienced Business Operations Manager within the IT On-Premise Support organization. The Business Operations Manager will be responsible for contributing to the overall health of the organization focused on maturing the rhythm of the business encompassing Weekly/Monthly/Quarterly Business Reviews, oversight of financials, data analysis to reduce contacts, assisting the development of production goals, leading improvements in cross functional workflows, and partnering to establish the Amazon On-Premise Support Strategy for IT. This role will focus on improving the Amazonian experience with On-Premise service and support encompassing: site infrastructure, in-person IT support, executive support, meeting room/AV, warehouse and logistics, PC lifecycle refresh, IT vending, and Event Production.

This role will be required to successfully partner with various groups across Amazon including Enterprise Engineering, Corporate Infrastructure Services, Global Real Estate and Facilities, IT Products and Development, and both physical and logical Security. You will need to interface with Amazon leaders and stakeholders on new programs and initiatives and make tradeoffs between short-term needs vs. long-term needs. The successful candidate is an excellent communicator that finds innovated ways to deliver customer experience improvements within a cross functional collaborative team.

The ideal candidate needs to be a hybrid: part visionary/part firefighter/part builder/part operator. It demands an individual who is passionate about the opportunity to help evolve a critical IT team at a fast-growing company and who is always driving continuous improvement and simplification for customers and the team.

Key job responsibilities
• Strategy and Planning – Partner in the development of IT On-Premise Support 3-year plan.
• Process Improvement – Collaborate with peer organizations to lead global service improvement efforts across IT.
• Program Management – Act as the focal for new products/services launches coming into the On-Premise support team from partner organizations (e.g. Appointment Based Support).
• Tools Standardization – Lead an effort to rationalize the number of tools leveraged by On-Premise to improve utilization and reporting.
• Rhythm of the business – Lead the Weekly, Monthly, and Quarterly business review process for On-Premise support.
• Stakeholder Engagement – Partner with key stakeholders including Enterprise Engineering, Networking, Business Intelligence and Product Management to influence the development, design, and reporting of On-Premise tooling. To accomplish this the candidate must have a solid understanding of IT infrastructure and End User computing in a corporate environment.
• Data Analysis – Dive deep into contact data to understand why Amazonians require support to influence product roadmaps while reducing defects through process improvement and root cause analysis.
• Standardization - Responsible for leading standardization of global processes and reporting across ITS On-Premise Support.
- 6+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end to end delivery, and communicating results to senior leadership
- 6+ years of owning program strategy, end to end delivery, and communicating results to senior leadership experience
- IT infrastructure, IT service management or IT business experience
- Solid understanding of infrastructure, telephony, and PCs
- Experience in lean, six-sigma, process improvement.
- Ability to travel regionally and internationally as needed.
- Experience managing programs across cross functional teams, building processes, and coordinating release schedules.- 6+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams.
- Results-oriented person with strong organizational skills and a delivery focus
- Experience working with operations and business teams to communicate impacts and to understand business requirements.
- Clear, professional technical writing and communication skills

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary for this position ranges from $84,400/year up to $141,000/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. Applicants should apply via our internal or external career site.

About the company

Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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