Amazon MGM Studios Technology is looking for an experienced support leader to own and elevate technical support across the global Studios organization. As the leader of our Technology Operations & Support (TOPS) team, you will be responsible for the strategy, execution, and continuous improvement of the service delivery processes that keep Studios productions running - leading a global, follow-the-sun team of support managers and engineers across multiple regions.
You will set the operational vision for the support organization, own the metrics that define its health, manage and develop a team of support leaders and engineers, and partner directly with software developers, executives, vendors, and cross-functional technology teams to deliver a best-in-class support experience at scale.
Key job responsibilities
Lead, manage, and develop a global support organization - including support managers/leads and their engineering teams - across a 24/7, follow-the-sun coverage model spanning multiple regions.
Own the strategy and execution of key service delivery processes across the content production lifecycle and the global Studios organization.
Own the operational health metrics of the support org (ticket throughput, resolution time, CSAT, gearing/staffing ratios) and drive continuous improvement against them.
Serve as the senior escalation point and the face of support to Studios production personnel and studio executives at all levels.
Set hiring, onboarding, and career-development strategy for the team; build bench strength and grow the next generation of support leaders.
Partner with software development, security, infrastructure, vendors, and other technology teams on enterprise cross-functional initiatives and automation.
Drive operational excellence: root cause analysis, problem management, incident response, and process/documentation standards across the org.
A day in the life
You lead the team that drives the execution and improvement of technical support throughout the content production lifecycle and the global Studios organization. You'll spend your time developing your managers and engineers, reviewing operational metrics and unblocking the queue, owning executive escalations, partnering with cross-functional stakeholders, and setting the strategy that scales support as production volume grows. You balance day-to-day operational ownership with the longer-term investments - staffing, automation, and process - that keep the organization healthy.
About the team
Our TechOps & Support teams support Studios production personnel (cast and crew) and Studios business teams (content development, software engineering, content programming, and marketing). We operate a global, follow-the-sun support model and regularly collaborate with production personnel and studio executives at all levels.
BASIC QUALIFICATIONS
- 5+ years of managing technical teams with significant personnel management experience and examples of developing engineers and building successful teams experience
- 5+ years of managing with a track record of success experience
- Experience operating mission-critical online services
- Experience in engineering teams management in a fast-paced operations environment
- Experience managing IT environments on behalf of customers
- Experience hiring, developing, and managing high-performing technical teams
- Experience in a 24x7 operational services or support environment
- Experience managing managers and global teams
PREFERRED QUALIFICATIONS
- 5+ years of solving problems with technology in the Media & Entertainment Industry experience
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, AZ, Tempe - 142,800.00 - 193,200.00 USD annually
