Amazon

Enterprise Support Manager, Devices and Services Enterprise Support (DES)

Amazon • $142K — $193K *
Seattle, WA 98115In-Person
Enterprise Technology
5 - 7 years of experience
2 weeks ago
Job Overview by Ladders

Qualifications

  • 5+ years of management experience with a proven success record
  • Experience in service delivery and managing service levels
  • Skill in developing and executing training and performance improvement strategies
  • Ability to work collaboratively with diverse stakeholders
  • Bachelor's degree in Engineering, Computer Science, or related field (preferred)
  • Experience with AWS services and large technical customer escalations (preferred)
  • Project and program management expertise (preferred)

Responsibilities

  • Oversee daily operations, ensuring SLA adherence and customer satisfaction
  • Coach and develop a team of Enterprise Support Engineers
  • Analyze performance metrics to identify improvement opportunities
  • Engage with partners to understand customer value and pain points
  • Design and execute experiments to enhance operational efficiencies
  • Collaborate with business stakeholders to maximize value
  • Improve operational mechanisms like WBRs and trainings
  • Conduct deep dives into partner cases to identify trends and support gap analysis

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching contributions
  • Paid time off and parental leave
  • Support for adoption and surrogacy reimbursement
  • Mental health support and Employee Assistance Program (EAP)
  • Flexible Spending Accounts for healthcare and dependent care
Full Job Description
We are looking for an experienced Technical Enterprise Support Manager to lead and scale our Enterprise Support Engineering team within DES. In this role, you will own the operational health of a globally-distributed support organization, drive measurable improvements in partner satisfaction and SLA performance, and build the mechanisms that allow DES to scale across new lines of business.

You will manage a team of Enterprise Support Engineers and will be setting the bar for technical excellence, accountability, and continuous improvement. You'll work cross-functionally with Product, Engineering, Business Development, and Solution Architecture teams to deeply understand partner needs and translate them into support strategies that deliver real value.

This is a leadership role that requires equal parts operational rigor and people development - someone who can dive deep into case data and coach team members.

Key job responsibilities

* Own management of daily operations, on-call shift coverage, and ticket volume to ensure DES meets SLA adherence and customer satisfaction scores

* Lead, coach, and develop a team of Enterprise Support Engineers while building a culture of accountability, continuous growth, and independent problem-solving and relevant technical skills

* Analyze key performance metrics for Enterprise Support and identify levers for improvement

* Engage with partners and internal teams to deeply understand and measure customer value and pain points

* Identify, design and execute controlled experiments to drive efficiencies in Enterprise Support

* Regularly work with business stakeholders across each line of business to drive value

* Incrementally improve mechanisms (WBRs, QBRs, SOPs, trainings) to deliver value to the business

* Prepare and present business reviews to the senior product, engineering and BDSA management teams

* Deep dive into partner cases to identify trends and support the team in gap analysis to improve customer satisfaction scores

About the team

Devices and Services Enterprise Support (DES) is a dynamic global team delivering specialized technical support to enterprise partners building innovative solutions with Amazon's voice technologies. We tackle complex, mission-critical challenges daily - from troubleshooting sophisticated multi-device integrations in hospitality and senior living to providing architectural guidance for custom enterprise implementations. Our team works directly with major enterprises, solving unique technical problems across Amazon's device portfolio while building deep expertise in voice AI, smart home, and IoT technologies. It's a fast-paced, technically diverse work where every challenge is different.

BASIC QUALIFICATIONS

- 5+ years of managing with a track record of success experience

- Experience with service delivery and service level management

- Experience formulating and implementing training and performance improvement strategies

- Experience working cross-functionally with a wide breadth of stakeholders, users, engineers, and leaders to generate buy-in

PREFERRED QUALIFICATIONS

- Bachelor's degree in Engineering, Computer Science, or a related technical field

- Experience driving projects to improve operations and support-related processes

- Experience handling large enterprise technical customer escalations

- Experience in AWS services

- Experience in project and program management and delivering key business outcomes

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 142,800.00 - 193,200.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Retail & Consumer Goods
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ
AMZN
* Ladders Estimates

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