Manager, Contract Operations, Business & Product Operations

This role places you at the helm of AWS Business & Product Operations, guiding the Shared Services Contract Operations team from an onsite location in Arlington, VA. You will oversee Contract Specialists across multiple U.S. sites, partner with international offices through a matrix structure, and strategically allocate resources to match contract workstream needs while maintaining high standards of quality and speed.

Responsibilities

• Lead and develop Contract Specialists across several U.S. locations, coordinating temporary staffing to meet fluctuating demand
• Partner with local managers in international offices to co-manage team members, aligning on performance expectations, career development, and daily priorities
• Strategically deploy resources across workstreams to handle peak volumes, ad-hoc requests, and evolving business priorities without requiring deep expertise in every contract line
• Maintain strong partnerships with workstream leads to ensure clear handoffs, consistent quality, and timely escalation paths
• Monitor queues and escalations using contracting knowledge and tooling to identify bottlenecks and address issues across workstreams
• Drive process improvements, standardize workflows, and build repeatable frameworks that enable flexible coverage across diverse contract types
• Translate operational performance data into clear, actionable insights for leadership and cross-functional stakeholders

Requirements

• Bachelor’s degree or higher in a related field (e.g., Business Administration, Legal Studies, Operations Management, Finance, Economics, Computer Science) or an equivalent combination of education and experience
• 7+ years in contracts-related fields such as contract operations, legal operations, sales operations, procurement, or similar
• 4+ years in a leadership role supervising professionals such as Contract Specialists, Paralegals, or Contract Administrators in contracts-related disciplines
• Familiarity with ticketing or 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 collaborate with peer managers
• Proven track record of managing through ambiguity, shifting priorities, and peak volume periods
• Experience developing and implementing systems/tools for CRM, variable compensation, revenue reporting, forecasting, Salesforce automation, etc., and familiarity with Salesforce or other CRM tools
• 4+ years of people management experience

Technologies

• Salesforce

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Parental leave
• Employee Assistance Program (EAP)
• Mental Health Support
• Flexible Spending Accounts
• Basic Life & AD&D insurance
• Supplemental life plans
• Medical Advice Line
• Adoption and Surrogacy Reimbursement coverage

About the Team

AWS values diverse experiences and invites candidates from varied backgrounds to apply. If you do not meet every qualification, consider applying; nontraditional career paths and alternative experiences are welcomed as part of our inclusive approach.

Why AWS?

Amazon Web Services is the world’s most comprehensive and broadly adopted cloud platform. AWS pioneered cloud computing and continues to innovate, earning the trust of startups and Global 500 companies alike with a robust suite of products and services.

Inclusive Team Culture

Learning and curiosity are part of AWS culture. Employee-led affinity groups foster inclusion, with ongoing events and learning opportunities, including CORE and AmazeCon conferences that celebrate diversity and encourage authentic participation.

Mentorship & Career Growth

AWS focuses on raising the performance bar through knowledge sharing, mentorship, and resources that support ongoing professional development and career progression.

Work/Life Balance

Flexibility is part of our working culture to support work-life harmony, ensuring support at work and at home to help you succeed in the cloud.

AWS SMGS

AWS Sales, Marketing, and Global Services (SMGS) drives revenue and growth from a wide range of accounts, from small and mid-market to enterprise and public sector. The AWS Global Support team collaborates with leading customers building mission-critical applications on AWS, underscoring the importance of robust support in customer success.