AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
AWS Trust & Safety (T&S) is the global team responsible for protecting AWS against a wide variety of abuse while simultaneously working to build trust with AWS’s customers and external stakeholders. The team works to detect abuse proactively by analyzing a variety of data and signals, and mitigate the abuse through fit-for-purpose solutions. We build trust through these efforts and our leadership on key T&S issues facing our industry. Team members display a solid understanding of AWS’s cloud infrastructure, strong technical knowledge, and the ability to exercise sound judgment on complex and time-sensitive matters.
As a T&S Manager at AWS, you will play a crucial role in leading and developing the Trust and Safety engineers. This position requires a unique blend of people management skills, technical knowledge, and strategic thinking. You'll be responsible for setting the vision, direction, and culture of the team, managing both individual and team performance expectations and goals. Your role will involve overseeing day-to-day operations, ensuring customer satisfaction, and driving continuous improvement in productivity, quality, and service delivery. As a key leader in the Trust and Safety organization, you'll be expected to dive into technical details, make sound judgments on complex issues, and know when to escalate to subject matter experts. This position offers an opportunity to significantly impact AWS's approach to trust and safety issues, protecting against abusive use of AWS services while building trust with customers, partners, and stakeholders in the rapidly evolving landscape of cloud computing.
Key job responsibilities
• Lead and develop a team of associates
• Identify and eliminate barriers to accuracy, productivity, and quality
• Carry out supervisory responsibilities in accordance with AWS policies
• Communicate policies to associates and ensure compliance
• Own and drive performance metrics, including Quality Assurance programs
• Solve complex customer service issues and proactively address negative service trends
• Utilize internal systems, departments, policies, and procedures effectively
• Develop, analyze, and improve new strategies and procedures
• Set and achieve short- and long-range goals to meet customer expectations
• Ability to be flexible in shift assignments and work areas. Able to work in an ambiguous, fast paced environment.
A day in the life
A Trust and Safety Manager sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.
People Management:
● Leading and developing 12-15 direct and indirect reports; responsible for the overall direction, coordination and evaluation of the team.
● Identifying and eliminating barriers to accuracy, productivity, and quality in case management.
● Carrying out supervisory and management responsibilities in accordance with AWS (Amazon Web Services™) policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
● Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
● Owning and driving performance metrics with the team, to include the use of a Quality Assurance program to "Move the needle"
Project Management:
● Solving complex customer service and Trust and Safety issues and proactively heading off negative service trends.
● Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
● Development, analysis and improvement of new strategies and procedures. The Trust and Safety Manager will have the ability to develop, plan, and implement short- and long-range goals
● Developing and achieving performance goals and objectives in order to achieve customer promise expectations
About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
● Bachelor’s degree OR equivalent experience in a technical position
● 3+ years experience leading operational teams, with experience in Trust & Safety and Incident Management preferred.
● Demonstrated history of progressive performance management of a team.
● Good understanding of security concepts (vulnerabilities, firewalls, common security issues)
● Knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP, Load Balancing and their potential abuse vectors.
● Knowledge of Six Sigma/Lean Processes
● Proven history of using feedback to improve customer experience / contact interaction through feedback. Exceptional skills in data manipulation and analysis
● Project Management certification
● Demonstrated history delivering results in cross functional environments - ability to drive organizational change using sound reasoning backed up by relevant data in a well prepared business briefing
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.