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Description

The mission for AWS Field Experiences (AFX) in AWS Sales, Marketing and Global Services (SMGS) is to maximize AWS’s success by delivering industry leading go-to-market tooling that enables AWS Field teams (our customer) to exceed business outcomes and accelerate AWS cloud adoption. To achieve this, working backwards from the customer is paramount.

AFX is seeking an individual who is passionate about connecting with Field members, collecting customer needs and preferences, and bringing those insights back to our capability teams to inform our strategy and improve our tooling. This role will 1/ lead and scale our feedback, ideas and intake mechanisms to ensure we are delivering an exceptional experience for our users in AWSentral, 2/ensure the right mechanisms are in place for AFX leadership and capability teams to leverage Voice of the Customer (VoC) in product design and development, upstream with our stakeholders, and in business narratives such as PRFAQs, MBRs, QBRs, OP1/2, etc and 3/foster a thriving Field Champions program to grow awareness and advocacy of AFX capabilities. This is a strategic role that will allow the right individual to dive deep in support of the Field and collaborate closely with UX, Product and Engineering leaders across AFX capability teams, as well as cross-organizational stakeholders. The scope of this role is broad and impactful, directly informing the AFX goals, roadmap and future vision, as well as influencing and streamlining key operational mechanisms used to extract and analyze insights, monitor our feedback loop and drive awareness.

Key job responsibilities

This role is crucial to our ability to work backwards from our customer and ensure that our strategy aligns to their most critical needs.

Key job responsibilities include:

• Build and maintain a world class feedback loop between the Field and AFX. Foster a community where Field members feel heard and appreciated.

• Triage, analyze and synthesize all user feedback, ideas, and satisfaction scores and verbatims (in-app, PSAT, ideas, and ad hoc input). Connect with Field members to understand the root problem driving their feedback to ensure feedback can be actioned. Discern the type of feedback received and engage support as needed.

• Work with stakeholders and leadership to communicate insights, themes and trends derived from the Field feedback on a regular, expected cadence. Map longitudinal feedback against feature releases, usage metrics, etc. to understand improvements/impacts over time.

• Develop and support the Field Champions program including charter, criteria, nominations, and recognition. Create opportunities for engagement and collaboration. Produce/distribute artifacts and communicate regularly with Field Champions in order to grow advocacy and amplify our messaging for AWSentral.

• Build and maintain strong relationships with our users and our champions, understanding their needs, preferences and challenges.

• Provide the data that shapes prioritization discussions, leveraging a deep understanding of the Field and the AWSentral strategy and direction. This also includes aggregating themes from Support cases and/or feedback that might highlight opportunities for enablement.

• Drive/refine mechanisms that streamline how we prioritize feedback, incorporate feedback into our roadmap and communicate our plans to stakeholders and Field members. Work across AFX to ensure adoption of mechanisms and ongoing improvement where needed.

• Work with the Product and Engineering teams supporting the feedback tooling and ideas portal to ensure the experience continues to raise the bar on our users experience and AFX operational excellence. Ensure that all feedback tooling works effectively together.

• Collaborate closely with Tooling Enablement to reinforce “you spoke, we listened” in messaging that announces user-requested capabilities and features.

A successful candidate will have experience managing multiple business-critical initiatives at once and proactively driving these forward in a fast-paced and evolving environment. They will be able to think strategically, act effectively and display strong communication and organizational skills with a bias for customer obsession. They will dive deep into understanding AFX capabilities, and a diverse set of user roles (75+) and continually invent and simplify processes to expedite collection, analysis and closed loop feedback mechanisms. They will be comfortable with outreach; engaging and influencing others, and be able to build strong cross-org working relationships, earning the trust of others.

About the team

About AWS

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

About Sales, Marketing and Global Services (SMGS)

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Basic Qualifications

• 5+ 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

• Bachelor degree

Preferred Qualifications

• Strong organizational skills, problem solving aptitude, and business acumen

• Highly effective oral, written, and interpersonal communications skills; demonstrated ability to effectively and comfortably interact with their peers, end users, stakeholders and leadership.

• Extremely proactive; takes personal ownership for producing positive results.

• Strong interpersonal skills, ability to quickly build rapport and establish credibility.

• The ability to thrive in a fast-paced work environment that requires independent self-direction, excellent time management, strong attention to detail and an aptitude for team collaboration.

• A team player with experience working in an Agile software development process.

• Experience working in a highly technical or cloud computing environment.

• Experience owning/driving strategic plans, goals, and roadmaps

• Masters degree

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/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 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. For more information, please 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.