Governance Program Manager, Strategic Account Services

September 19, 2024

Amazon Support Services Costa Rica SRL - B20

Heredia

OTHER

3+ years of program or project management experience
3+ years of working cross functionally with tech and non-tech teams experience
3+ years of defining and implementing process improvement initiatives using data and metrics experience
Bachelor's degree

We're looking for a governance program manager to provide foundational structure in how the Strategic Account Services (SAS) organization operates in order to allow the business operationally scale in an efficient manner.

This person will own a number of governance mechanisms for the organization across several tools and processes. These mechanisms will include permissions control, tool configuration, quality monitoring, and administration of key governance meetings. Additionally, this person will support a number of projects to build governance mechanisms where none exist today. This person will deliver on the promise of creating order from chaos while vigilantly guarding against Day 2 thinking; they'll drive governance processes that make our organization faster, not slower.

The right individual will be a dependable operator with excellent stakeholder management skills and ability to balance simplicity with robust solutions. They will be a process expert with Day 1 mentality, always willing to innovate on a process in order to simplify for customers while delivering the right results. This individual will need to evolve/create processes and mechanisms that are exemplary in terms of customer value, robustness, stability, scalability, and cost-effectiveness. They must also be able to proactively identify and resolve process, people, and technology gaps by applying program management best practices. Most importantly, they will need to be comfortable being an operator and a builder at the same time, especially in highly ambiguous situations.

Key job responsibilities

Manage the permissions model for Account Management (AM) Tools, to include granting and auditing permissions.
Tactically manage the configurable components of our AM tooling.
Provide consultation on governance requirements during the development of new processes or AM tool tech features.
Build and own mechanisms to inspect and audit the SAS wiki and other content systems for quality & freshness.
Facilitate key governance and business operations meetings to protect AM time via the careful application of gatekeeping.
Be the subject matter expert on governance best practices and how to balance controllership with speed.
Own the tactical execution of a small portfolio of projects to improve how the organization operates.
3+ years of driving process improvements experience
Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization
Experience building processes, project management, and schedules
Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)
Familiarity with wiki platforms, content management systems, and other knowledge repository tools with a strong understanding of access management, permissions models, and user/role-based access controls.