This individual will own the performance, processes, and quality of our enterprise support function, ensuring our customers receive fast, consistent, and proactive support across all channels. This role combines operational excellence, people leadership, customer advocacy, and cross-functional partnership to drive world-class enterprise customer experiences.
Key job responsibilities
Team Leadership & Management
- Provide both tactical and strategic management to lead a team of Enterprise Support Specialists/Engineers delivering high-quality technical support
- Establish and adjust team goals and performance expectations as this channel continues to evolve
- Monitor team productivity, SLAs, CSAT, NPS, backlog health, and operational KPIs.
- Proactively lead recruitment efforts by attracting and hiring bar-raising talent who bring needed skills and expertise to your organization
- Establish, own, and share customized onboarding plans that help new team members learn programs, products, technologies, processes, and role expectations through rapid exposure and skill development
- Create a culture of accountability, ownership, and customer obsession.
Enterprise Support Operations
- Oversee day-to-day enterprise case management, escalations, and critical issue resolution.
- Ensure consistent adherence to enterprise workflows, SLAs, and communication standards.
- Partner with Workforce Management to ensure coverage, staffing, and capacity planning that align with business needs
- Manage escalations during major incidents, drive communication cadences, and ensure accurate documentation and post-mortems.
Customer Advocacy & Experience
- Build strong relationships with enterprise customers; serve as a senior point of contact for high-severity issues.
- Analyze customer sentiment, feedback, and support trends to identify risks and opportunities.
- Partner with Business Development to deliver seamless handoffs, proactive engagements, and a cohesive support experience.
- Champion enterprise customer needs with Product, Engineering, and Operations.
Process & Quality Improvement
- Establish process improvement and operational excellence mechanisms that drive scalable improvements
- Work with Support QA/Training teams to develop and evaluate enterprise support runbooks, and quality frameworks end-to-end to implement improvements that enhance efficiency and customer experience
- Establish an environment that encourages and rewards simplifying processes, reducing repeated work, and removing defects
- Own documentation quality and knowledge management for the enterprise support function.
A day in the life
As the leader of our Enterprise Support team, you will serve as a subject matter expert and strategic manager obsessing over customer experience. Your day will be spent leading a team of Technical Customer Service specialists to deliver exceptional support, partnering with cross-functional stakeholders to drive systemic improvements, and building mechanisms that scale operational excellence across enterprise customer segments.
BASIC QUALIFICATIONS
- 2+ years of people management and team development experience
- Experience communicating clearly and concisely with leadership, stakeholders, and cross-functional teams
- Experience working in a fast-paced, rapidly changing operations environment
- 5+ years in technical support, enterprise support, customer operations, or similar customer-facing function with a managed network emphasis.
- Experience managing enterprise/strategic customer queues with complex technical needs and strict SLAs
- Excellent understanding of support systems (Salesforce Service Cloud, Jira, Confluence, or equivalents).
- Demonstrated ability to problem-solve, root-cause issues, and drive cross-functional alignment.
PREFERRED QUALIFICATIONS
- Experience leading global teams
- Experience supporting SaaS, API-based, or technically complex products.
- Willingness for continuous learning that includes networking certifications during provided company time (e.g., Certified Wireless Network Administrator (CWNA))
- Familiarity with WFM, QA, Training, and Knowledge Management programs
- Background in enterprise onboarding, customer success, or incident management.
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, ID, Boise - 139,100.00 - 188,100.00 USD annually
