Manager, Sales Planning Support, AFX - BPO BIOS

Business and Product Operations organization is looking for a Manager to lead the Sales Planning Support function within the Business Insights, Operations, & Support organization. This role is responsible for delivering frontline (Tier 1 and Tier 2) support for AWS Sales Planning tooling and processes, driving operational excellence, team development, and continuous process improvement across a high-volume ticket resolution environment. The Manager will oversee the end-to-end ticket lifecycle, ensure quality standards in issue triage and escalation, and collaborate with specialized teams (Tier 3) to drive resolution of complex sales planning inquiries, problems, and incidents. This position plays a critical role in enabling AWS sales and sales operations teams worldwide by ensuring timely and accurate support for planning tools. The Manager will also drive initiatives to scale support capacity, improve self-service resolution, and reduce time-to-resolution through automation and knowledge management.

Key job responsibilities
• Management of a team of Sales Operations Specialists providing Tier 1 Sales Planning Support to all Business Units across AWS worldwide, including day-to-day team operations, workload balancing, and performance management
• Own the end-to-end ticket lifecycle from intake through resolution, ensuring adherence to SLAs, quality targets, and customer satisfaction standards
• Drive the progression framework for team members, conducting assessments, progression reviews, and peer review processes to continuously build team capability
• Lead issue management and stakeholder communication through weekly prioritization calls, business reviews, and newsletters
• Collaborate with Tier 3 partner teams to ensure efficient handoffs and resolution of escalated issues
• Develop operational metrics and influence business reporting to accurately track team performance, ticket trends, root cause patterns, and capacity planning
• Drive continuous improvement initiatives, including implementation of AI solutions, to reduce ticket resolution time, increase first-contact resolution rates, and scale support capacity
• Participate in sales planning cycles, ensuring team readiness for peak volume periods
• Collaborate with the sales planning teams to influence documentation updates, training programs, and program design to improve end-user adoption, reduce knowledge gaps, and drive self-service resolution of recurring support inquiries
• Lead functional discussions across the two BIOS geographies to ensure operational consistency, best practice sharing, and alignment on SLAs, escalation protocols, and quality standards
• This role will report to the office located at Taguig, Philippines, on a 8PM to 5AM PHT shift schedule