The Contract Operations Manager will lead the Shared Services Contract Ops team within Business & Product Operations. This team functions as a flexible resource pool that scales to meet peak period volumes and ad-hoc needs across multiple contract workstreams, including Solution Provider, Sponsorship, Support, and other lines of business. The role requires close coordination with workstream leads and managers who own the end-to-end processes for each line of business, ensuring the Shared Services team is effectively deployed, trained, and delivering quality output regardless of which workstream they are supporting.
This manager will oversee direct reports across multiple U.S. locations, including temporary staffing, and will matrix-manage team members in international offices. Success in this role requires strong collaboration with local managers in international sites to jointly support growth, development, and performance management for matrix-managed team members.
Basic Qualifications
- Bachelor's degree or higher in a related field (e.g., Business Administration, Legal Studies, Operations Management, Finance, Economics, Computer Science, etc.) or equivalent combination of education and experience (e.g., paralegal certificate plus additional years of relevant experience)
- 7+ years experience in a contracts-related field such as contract operations, legal operations, sales operations, procurement, or similar.
- 4+ years experience leading a team, including experience managing professionals (e.g., Contract Specialists, Paralegals, Contract Administrators) in a contracts-related discipline.
- Familiarity with ticketing/queue-based workflow systems and capacity planning
- General knowledge of contracting processes and tools sufficient to monitor queues, assess quality, and triage escalations
- Strong written and verbal communication skills with the ability to coordinate across time zones, influence without direct authority, and partner effectively with peer managers
- Proven track record of managing through ambiguity, shifting priorities, and peak volume periods
Preferred Qualifications
- Experience managing a geographically dispersed team, including both direct and matrix-managed reports
- Demonstrated ability to manage flexible/shared resource models that support multiple workstreams or lines of business
- Experience in contract operations, deal desk, or sales operations within a technology or cloud services environment
- Track record of developing talent and building high-performing teams in a shared services or resource pool model
- Data-driven mindset with experience using metrics to balance workload distribution, measure team performance, and inform staffing decisions
- Experience managing temporary or contingent staffing alongside permanent team members
- Comfort operating autonomously while maintaining strong cross-regional and cross-functional partnerships
Key job responsibilities
- Team Leadership: Manage and develop a team of Contract Specialists across multiple U.S. locations, including oversight of temporary staffing resources to meet fluctuating demand
- Matrix Management: Partner with local managers in international offices to co-manage team members, aligning on performance expectations, career development, and day-to-day priorities
- Flex Capacity Management: Strategically deploy team resources across workstreams to respond to peak volumes, ad-hoc requests, and shifting business priorities — balancing coverage without requiring deep expertise in every line of business
- Workstream Coordination: Maintain strong partnerships with workstream leads/managers who own each contract type, ensuring clear handoffs, consistent quality standards, and timely escalation paths
- Queue Monitoring & Escalations: Leverage general contracting knowledge and tooling proficiency to monitor team queues, identify bottlenecks, and address escalations across workstreams
- Operational Excellence: Drive process improvements, standardize workflows, and build repeatable frameworks that enable the team to flex efficiently across diverse contract types
- Communication & Reporting: Translate operational performance data into clear, actionable insights for leadership and cross-functional stakeholders
About the team
About AWS
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.
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.
- 4+ years of people management experience
- Bachelor's degree in Business Administration, Finance, Economics, Computer Science, or a related field
- Experience in people management
- Experience developing and implementing systems/tools utilized for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc.
- Experience using Salesforce or other CRM tool
- Experience designing business processes
- Experience in multiple organizational functions such as compensation, forecasting or organizational development
- Experience working within a high-growth, technology company
- Master's degree or equivalent
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TX, Dallas - 147,300.00 - 199,300.00 USD annually
USA, VA, Arlington - 147,300.00 - 199,300.00 USD annually
USA, WA, Seattle - 147,300.00 - 199,300.00 USD annually
