Customer Platforms & Operations, NatSec & Defense (NSD) Builders

Amazon; Milano; In loco; EUR 97.000 - 169.000; Tempo pieno

Descrizione del lavoro

A leading tech company is seeking a Technical Program Manager to oversee platform support and improve user experience. The role involves technical support, project management, and cross-functional team collaboration. Candidates should have over 3 years of experience in product management and software development, along with a Bachelor's degree in a relevant field. Competitive compensation and benefits are offered, including equity and sign-on payments.

Servizi

Medical benefits

Financial benefits

Equity

Competenze

• 3+ years of technical product or program management experience.
• 2+ years of software development experience.
• Experience managing programs across cross-functional teams.

Mansioni

• Monitor and respond to the platform support channel.
• Conduct initial troubleshooting of system issues.
• Track and analyze support metrics to drive improvements.

Conoscenze

Technical product management

Software development experience

Project management

Cross-functional team management

Technical writing

Data analytics

Formazione

Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field

Strumenti

Tableau

Power BI

SQL

Python

JavaScript

Descrizione del lavoro

Job ID: 3124643 | Amazon Web Services, Inc.

Key Job Responsibilities

• Monitor and respond to the platform support channel, providing first‑line technical support to internal customers.
• Conduct initial troubleshooting of system issues and create tickets for development team escalation when necessary.
• Identify, document, and analyze recurring issue patterns to develop systematic solutions.
• Track and analyze support metrics to drive continuous improvement initiatives.
• Create and maintain comprehensive wiki documentation and knowledge base resources.
• Own and execute user access audits for CRM and analytics platforms.
• Interface with the CRM Admin team within the development organization to streamline access management processes.
• Maintain security compliance standards while reducing access complexity.
• Propose and implement access workflow improvements to accelerate provisioning timelines.
• Track and resolve access‑related patterns and bottlenecks.
• Own, maintain, and communicate the enterprise market‑wide project priority and tracking mechanism.
• Ensure clear visibility and scheduling of strategic initiatives across the organization.
• Collaborate with cross‑functional teams including Sales, Sales Operations, Contract Management Office, Regional Marketing, and Billing.
• Develop self‑service guidance resources and training materials for end users.

About the Team

The Platform Support & Operations TPM drives operational excellence across enterprise market initiatives by providing responsive platform support, streamlining access management, and maintaining effective project prioritization systems. This role serves as the primary support interface for internal customers while systematically improving platform operations and user experience.

Working within the US NSD Technical Program Management team, this position embodies our mission to anticipate and deliver technology solutions that enable customer success through proactive planning, collaborative building, reliable delivery, and continuous improvement. The successful candidate will transform business needs into effective solutions while partnering closely with engineering teams and maintaining deep engagement with users.

This position requires that the candidate selected be a U.S. Citizen and obtain and maintain an active TS/SCI security clearance with polygraph.

Basic Qualifications

• 3+ years of technical product or program management experience.
• 2+ years of software development experience.
• 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience.
• Experience managing programs across cross‑functional teams, building processes and coordinating release schedules.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.

Preferred Qualifications

• 5+ years of experience in technical support, platform administration, or similar customer‑facing technical role.
• IT security and access management experience, including user provisioning, audit processes, and compliance frameworks.
• Strong technical writing and documentation skills with experience creating knowledge bases, training materials, or process documentation in wiki‑style platforms.
• Experience with data analytics and reporting tools (Tableau, Power BI, SQL queries) and ability to analyze support metrics and KPIs to identify trends and improvement opportunities.
• Basic scripting or coding skills (Python, JavaScript, or automation tools) for creating workflow improvements and streamlining repetitive platform administration tasks.

Compensation & Benefits

The base pay for this position ranges from $114,500/year in our lowest geographic market up to $197,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job‑related knowledge, skills, and experience. Amazon offers equity, sign‑on payments, and other forms of compensation as part of a total compensation package. Benefits include medical, financial, and other employee benefits. For more information, visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.

Equal Opportunity Employment

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