Sr Manager, IT Support, Ops Tech Solutions (OTS) - Field

Operations is at the heart of Amazon business. We are known for our speed, accuracy, and exceptional service. Our buildings deliver tens of thousands of products to hundreds of countries worldwide, every day. OTS provides 24x7 global IT support to Amazon Operations, including Fulfillment, Sortation, Logistics, and Last Mile. We also provide operational support on behalf of key partners including Amazon Fulfillment Technologies, OpsTech Infrastructure Engineering, Amazon Robotics, Amazon Warehouse Control Systems, and Amazon Lockers.

Together, we take ownership for what we do — whether supporting IT infrastructure, developing new technology in-house, launching a new Amazon Fulfillment Center, or delighting our customers by delivering packages directly to them.

When we hire you at Amazon, we hire for the future. With unlimited career opportunities, Amazon invests in ensuring our teams are consistently inspired, constantly learning from each other, and are creatively contributing to our next big idea. You will be surrounded by the best innovators of our time. We value diversity!

We are looking for self-motivated individuals to take on new challenges and motivate teams in fostering solutions to the hurdles we face. Your role as a leader will be to confront obstacles others avoid and create a team that embodies our leadership principles.


**Open to other Physical Amazon Locations in the West Coast**

Key job responsibilities
- Inclusively hire, train, and develop a team of IT professionals.
- Partner with other business leaders (Directors), interacting with them through the presentation of MBRs and QBRs.
- Embrace innovation and Continuous improvement mechanisms
- Develop OP1 and OP2 planning
- Lead internal team goals (KingPin format), and participate in the delivery of S-Team goals where needed.
- Support all safety programs and OSHA compliance to ensure a safe work environment for all associates.
- Interact with management and staff to provide technical assistance for continuous improvement of IT solutions.
- Establish and maintain a positive, productive relationship with operational partners and staff.
- Lead infrastructure builds in new facilities.
- Plan, organize, schedule, and supervise the day-to-day technical support activities, including Roster (Headcount) management, troubleshooting, customer service issues, approvals, and installations.
- Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
- Develop and maintain policies, procedures, and processes.
- Oversee management of equipment and parts inventory.
- Create, manage, and support recognition and communication programs.
- Travel up to 60%.

A day in the life
You lead leaders of cross functional teams. You drive your managers to establish lasting mechanisms to audit their team’s deliverables. As a senior manager, you are responsible for establishing the right team structure and strategy to meet business needs. You partner with customers and other teams to negotiate integration of relevant policy with business need, and contribute to policy development.
You invest time to grow talent throughout your teams through collaborative development planning, coaching, and strategic project assignment. You identify future leaders, provide challenging opportunities, and facilitate exposure to senior management. You run talent reviews (talent discussions/promos) and uphold adherence to role guidelines. You ensure the performance bar is held consistently across your team and intentionally drive retention and performance management metrics. You grow a culture of collaboration and inclusion and participate in efforts to drive improvements within your organization (e.g., recruitment, Connections/Tech Survey action plans, operational excellence initiatives). To make sure everyone understands our Leadership Principles, you audit adherence and drive initiatives that show them in action.
You develop your team strategy with your leadership, ensuring it is aligned and relevant to the overall organizational direction. You recognize and manage the impact change may have on your teams (e.g. program, technology, workforce, leadership, strategy, etc.) and help them navigate through the effects.

You influence cross-functional teams (e.g., that overlap in business and/or technology areas) and effectively manage customer and executive stakeholder engagement. You contribute to, and/or present strategic documents, white papers, OP1/OP2 up to senior leaders and/or you may influence roadmaps of partner teams across other orgs. You are accountable for understanding and regularly reviewing operational costs, including optimizing labor and right-sizing the team.
You are able to get the right people in the room from partner teams, vendors, etc. to resolve significantly complex o