Principal Customer Solutions Leader - Enterprise Escalations

Amazon; Seattle (WA); On-site; USD 180,000 - 247,000; Full time

Job summary

Amazon Web Services, Inc. in Seattle is seeking a Principal Customer Solutions Manager for the RDS Service Team to lead high-stakes enterprise cloud engagements, own critical escalations, and align large cross-functional groups toward trusted resolutions.

You will turn lessons into better ways of working, guide executives and partners, mentor others, and shape product roadmap through strategic insights and customer feedback.

Qualifications

• 10+ years of senior customer facing role experience.
• 15+ years of leading complex, large-scale, IT, technical or engineering programs.
• Bachelor's degree in Science, Technology, Engineering, Math, or a related field.
• Experience in a direct or matrixed role leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams.

Responsibilities

• Lead High-Visibility Escalations: Own and drive the response to the most critical, executive-visible escalations, establishing a clear operating rhythm, coordinating responders across many teams, communicating status and decisions to senior leadership, and driving issues to resolution while keeping customers and stakeholders informed and confident.
• Perform Under Pressure: Bring calm, structure, and high judgment to ambiguous, fast-moving, high-stakes situations; make sound decisions with incomplete information, prioritize ruthlessly, and create clarity for customers, partners, executives, and internal teams when urgency is highest.
• Orchestrate across sales, solutions architecture, enterprise support, professional services, and AWS partners.
• Create Mechanisms and automation: Develop and implement mechanisms and automation - including escalation and coordination models, dashboards, and reports.
• Communicate & Advise: Communicate exceptionally across all organizational levels with external stakeholders (up to and including C-suite executives) and industry partners, translating complex situations into clear recommendations that drive alignment and decisions.
• Lead & Develop Others: Demonstrate thought leadership that shapes how teams execute at scale; mentor other leaders and develop them as thought leaders across teams and communities.
• Advocate for the Customer: Provide actionable customer insights and feedback that inform AWS service improvements.

Skills

Senior customer facing

Large-scale programs

IT/engineering programs

Cross-functional leadership

Transformation projects

Education

Bachelor's degree in STEM

Tools

PMP/SCRUM/Agile

Job description

Amazon Web Services, Inc. in Seattle is seeking a Principal Customer Solutions Manager for the RDS Service Team to lead high-stakes enterprise cloud engagements, own critical escalations, and align large cross-functional groups toward trusted resolutions.

You will turn lessons into better ways of working, guide executives and partners, mentor others, and shape product roadmap through strategic insights and customer feedback.