Job summary
Amazon's Customer IT Support team provides highly-available support for Amazon employees worldwide. The team provides support for all used client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange. Our customers may engage us via phone, chat or trouble ticketing.

This position has the responsibility for managing Executive Support and Escalations in the EMEA region as well as collaborating and handing over to other Global regions throughout the day. You will have the ability to respond quickly to issues that come in through various sources including other managers, direct customers, and engineers. You will be responsible for creating and maintaining an internal network of contacts for assistance in assigning and resolving escalated issues. You will have the ability to analyze individual escalation situations to identify a root cause and assign correction of error tasks as appropriate

The Executive Support and Escalations manager will be an excellent communicator with both verbal and written communication skills for not only interfacing with customers but also with members of senior leadership. You will work alongside a group of leaders to define the priorities and take part in On call duties as part of a rotation or permanent as a management escalation contact. You will hold service owners accountable to resolve issues on behalf of your customers driving to root cause.

Key job responsibilities
Responsibilities Include

* Effectively handling of Executive support requests and escalations to enhance the productivity of all Amazon’s senior leadership teams.
* Successful leadership and development of a team of executive escalation specialists based in EMEA/APAC.
* Maintain the team in accordance with Amazon.com's policies and procedures including effective staffing, work planning, corrective action and conflict resolution.
* Coordinating a variety of projects in a highly operational environment.
* OnCall Support for Executive Support and Escalations
* Hiring, developing, and retaining great talent.
* Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
* Using Data identifying trending escalations and working with other peers and leaders to implement customer journey improvements to eliminate future escalated issues.
* Partner with other peers and leaders to create solutions for trending issues and become proactive in resolving negative service trends.
* Building relationships with Snr. Executives in EMEA/APAC to establish an independent forum to allow for early escalation and IT service planning.
* Identify, own, and champion medium to high complexity cross-departmental initiatives.
* Develop expertise in internal systems, departments, policies, and procedures.
* Performance goal development and attainment to achieve customer promise expectations.
* Ability to overcome obstacles and influence stakeholders to get the desired results.
* Resolve high complexity or sensitive customer interactions as escalated by Specialists.
* Analyze trend and business insights data exposed through executive and contacts to identify and drive mutually beneficial resolutions impacting the broader customer base.
* Investigate and compile detailed upward summary reports to Snr. Leaders
* This position has a global scope and will require a late or early flexed schedule approximately 1-3 days a month to meet with stakeholders from all time zones and occasional travel (up to 25%).

BASIC QUALIFICATIONS

Basic Qualifications

* 3+ years experience managing executive escalations for a large enterprise client support team (IT helpdesk, service desk support preferred).
* Proficient communication and business acumen and the ability to ensure a consistently high level of customer satisfaction.
* Proficient technical aptitude, written and oral communications skills, and the ability to deal effectively with people at all levels (technical and business audiences) and in different situations. This includes the ability to develop clear, concise documentation.
* Proven ability to operate in an extreme high pressure dynamic fast paced situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism.
* Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required.
* Skills and proven record in leadership and management.
* An understanding of enterprise IT systems such as Exchange and Active Directory, as well as exposure to a wide variety of technical products and issues.

PREFERRED QUALIFICATIONS

Ideally you will be degree educated and hold professional qualification relating to ITIL, and Microsoft and be able to meet the basic qualification requirements.


Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

All offers are conditional on references, verification of the right to work in the UK, and successful background screening check. This will include previous employment verification, qualification verification (if relevant) and a relevant criminal check.