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