Customer Experience Lead — UOps (EMEA), Enterprise Support Europe Central-Germany

As the Customer Experience Lead you are the Single Threaded Leader (STL) for our Unified Operations customers, our premium support tier. You own the end-to-end customer experience: onboarding, delivery, retention, and growth. You coordinate a cross-functional UOps Delivery Team (Technology Strategist, Lead UOps Architect, Operations Architect, Assigned Specialist Engineer, Financial Analyst) without line-managing them. Your delivery model is AI-first: orchestration agents, FinOps agents, and automated stall detection are first-party members of your toolkit. This is a consultative, customer-experience-led role. You translate operational and technical realities into business-outcome language for CTOs, CFOs, and C-level leaders, and marshal specialist resources to deliver on those outcomes.

Customer Success and Executive Engagement

Own customer retention, growth, and stakeholder satisfaction. Champion UOps customers within AWS as their voice in escalations, product feedback, and executive conversations.

Engage Director, CTO, CFO, and C-level executives regularly: translate technical outcomes into business value, facilitate strategic planning, and build trusted-advisor relationships across the customer organisation.

Lead EBRs and QBRs. Manage executive-level escalations with urgency and follow-through.

Assess customer cloud-operations maturity (resilience, security, observability, incident management). Identify gaps as business risk in executive language; orchestrate specialists to remediate. Own the risk conversation; delegate the technical resolution.

Onboarding and Delivery Orchestration

Lead strategic onboarding programmes, orchestrating collaboration across the Delivery Team, Advisory Team, remote support, and Account Teams.

Conduct customer discovery and requirements gathering, working backwards from customer expectations.

Coordinate bespoke solutions and non-standard service terms with AWS commercial teams.

Oversee service transition from onboarding to steady-state operations, ensuring alignment on responsibilities and expectations.

Ensure integrated incident management (pre-agreed runbooks, escalation paths). Ensure critical incidents have the right level of customer communication and executive response.

Leverage automated onboarding (FinOps agents for Day 1 cost analysis, orchestration agents for milestone tracking and stall detection).

Programme Governance, Reporting, and Product Advocacy

Develop reporting mechanisms, SLA tracking, and governance frameworks aligned to customer expectations.

Establish clear roles, responsibilities, and communication protocols across all stakeholders. Eliminate ownership ambiguity.

Provide detailed reviews of service disruptions, performance metrics, and pre-launch readiness. Maintain a continuous feedback loop between customer outcomes and AWS delivery standards.

Ensure continuous adherence to UOps-related customer outcomes in the SSP and ensure to iterate these based on strategic initiative execution progress and gathering new customer priorities.

Influence the UOps product roadmap with AWS leadership. Establish systematic feedback loops from the field to product teams.

Shape technical direction by providing consultative context (customer priorities, business constraints, operational maturity) to specialist architects. Pull in the right experts; own the customer framing, not the architecture.

Identify opportunities for deeper AWS engagement that supports the customer's long-term transformation and operational-excellence goals.

Operational Excellence and Innovation

Continuously improve onboarding and delivery processes; build reusable playbooks, frameworks, and engagement patterns that scale across the UOps portfolio.

Identify and implement automation opportunities (GenAI, agentic AI) to streamline repetitive tasks.

Contribute to the UOps delivery community through knowledge sharing, retrospectives, and best-practice development.

Influence enablement initiatives for AWS Support and Account teams. Contribute to RFP responses from a technical and operational perspective.

Identify risks and improvement opportunities throughout the engagement lifecycle, driving them to closure.

Drive adoption of AWS best practices as customers mature their cloud operations.

About the Team

The UOps Delivery Team you will orchestrate is comprised of experienced, deep-technical builders dedicated to guiding the cloud journeys of the world's largest and most complex customers. You will sit within the Field Support Team organisation, a proactive team of cloud architects and engineers working directly with our largest customers, with a well-known passion for driving customer success.

AWS values diverse experiences. Even if you do not meet all of the preferred 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.

- Bachelor's degree in Computer Science, Math, or a related field - 7+ years of experience in enterprise-level service delivery of critical workloads in cloud operations, managed services, enterprise support, or related fields - 5+ years of experience delivering large-scale cloud migrations, complex IT projects, or managed services delivery - Previous experience in technical account management, business relationship management, or management consulting - Demonstrated ability to orchestrate and influence cross-functional technical teams without direct authority - Strategic experience with a demonstrable track record of translating strategy into execution - Ability to create innovative mechanisms, processes, and accountability structures that improve delivery and customer experience - Excellent communication and interpersonal skills, with the ability to engage and influence CTO, CFO, and C-level executives - Strong programme management skills and a record of leading projects and initiatives, including experience with agile methodologies and project management tools - Technical fluency in cloud operations, resilience, observability, and cost optimisation sufficient to engage credibly with senior technical and business leaders (AWS Cloud Practitioner or Solutions Architect Associate level, or equivalent through experience) - Experience delivering with AI tools and workflows

- AWS Solutions Architect Associate or equivalent certification - Experience translating technical concepts into business value for C-level audiences - Experience delivering across a growing or rapidly expanding portfolio of customers or engagements - Experience with AI/ML technologies and agentic AI automation in service delivery or operations - An adaptable communication style that fits diverse audiences with varying technical backgrounds - Proficiency in communicating complex ideas effectively, both in writing and in presentations - Demonstrated stakeholder management experience, especially during crises and business-critical situations - Experience with FinOps and cloud financial management practices - Track record of successful delivery in complex, multi-stakeholder environments involving bespoke solutions and non-standard service terms

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.

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