Employment Type : Full-Time
Organization:
Kumo is the global product and engineering organization for AWS Support, a multi-billion $ business. Kumo provides technology and trusted expertise that intelligently anticipate and resolve AWS customer needs, helping them adopt, optimize and operate within the AWS cloud at scale. Kumo’s products, used by AWS customers and the internal Amazonian teams that help them, are vital to ensuring exceptional customer experiences on AWS.
Kumo’s charter is to maximize the value AWS customers get from their cloud investments, while also enabling a large human organization to leverage machine automation & intelligence to scalably support AWS customers when they need us. Our technology improves the experience for (i) AWS customers on their cloud adoption journey – from just getting started to effectively operating critical and secure workloads, and (ii) the AWS support teams (8K+ team members) that provide mission-critical, customer-obsessed support to our customers.
Our external customers interact with our public facing properties - AWS Trusted Advisor, AWS Health, AWS Support Center, and AWS Knowledge center, and more. The public facing properties enable customers to interact with AWS support teams and offer self-help options when the customer prefers to do it on their own. It’s our job to know the AWS landscape and how changes or problems can affect our customers. We use this knowledge to build products to proactively solve problems, quickly resolve problems that reach AWS support, or advocate for root cause resolution by AWS service teams.
For our internal AWS Support teams, Kumo provides portfolio of services to interact with AWS customers, diagnose & resolve customer issues and safely share information across AWS teams. This portfolio encompasses internal security programs and technology to prevent, detect, and respond to any security issues related to potential misuse of customer metadata. It also includes troubleshooting, case and customer relationship management, and case routing. These internal services and tools are leveraged globally by over 8,000 support engineers, technical account managers, and support associates. These tools must work seamlessly across services, and be available when AWS services are not. Any changes to these tools has a force multiplicative effect on how customers’ experience AWS and the efficiencies of the internal workforce.
Kumo organization is globally distributed, with larger teams located in Seattle - Washington, Cape Town - South Africa, Vancouver - Canada, San Jose - Costa Rica, and Iasi - Romania.
Role:
We are looking for a Senior SDM to own the development and operational excellence across three major initiatives: (a) all contact channels for customers to connect with AWS Support, (b) the automated services to notify customers of operational events, and (c) operating a broad portfolio of services in special regions. These teams are comprised of Software Development Engineers, Software Development Managers and Technical Program Managers. This leader will have opportunities to delight customers by launching new and improved services, enabling DevOps automation and workflow integrations, and providing timely and accurate view into operational events with unprecedented visibility. They would lead multiple teams in delivering customers personalized experiences along their migration to cloud.
The most important leadership principles for the role are: (a) Hire and Develop the Best, (b) Insist on High Standards, (c) Dive Deep and (d) Deliver Results. As a leader of leaders, you’ll build, manage, and mentor multiple engineering teams towards achieving a focused mission. You’ll work in a fast paced environment at the strategic level while also tactically by diving deep into business and technical challenges. A successful candidate will develop managers of managers and principal engineers, build the culture of relentless focus on operational and engineering excellence to ensure customers can connect and work with support even during the most testing of failures, dive deep into ambiguous and numerous dependencies to make the customer-facing channels a delightful experience that is industry leading. The leader will partner with Product Managers and UX Designers to consistently deliver end to end features.
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