# Customer Experience Lead — UOps (EMEA-ISV), Enterprise Support ISV-Europe at Amazon

Amazon is hiring a Customer Experience Lead — UOps (EMEA-ISV), Enterprise Support ISV-Europe for a remote role open to applicants in Germany. Level rates it Works on AI ●●●○; you can [apply on Amazon](https://jobsbylevel.com/go/8ef49265-c211-4f55-8a0f-74d58ddbd0f0?utm_medium=ai-agent).

AI Level 3, AI centrality 65 out of 100. Remote (DE, BY, Munich).

## Details

- Company: [Amazon](https://jobsbylevel.com/companies/amazon)
- AI level: AI Level 3 (score 65 out of 100)
- Location: Remote (DE, BY, Munich)
- Posted: September 15, 2026
- Apply: https://jobsbylevel.com/go/8ef49265-c211-4f55-8a0f-74d58ddbd0f0?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=customer-experience-lead-uops-emea-isv-enterprise-support-isv-europe-at-amazon-6b4499

## Prepare for this job

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## Description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset. 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, and 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 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

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/customer-experience-lead-uops-emea-isv-enterprise-support-isv-europe-at-amazon-6b4499

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## Cite this page

Level. https://jobsbylevel.com/jobs/customer-experience-lead-uops-emea-isv-enterprise-support-isv-europe-at-amazon-6b4499.

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