Customer Experience Lead — UOps (EMEA-ISV), Enterprise Support ISV-Europe
Description
As Customer Experience Lead you are the Single Threaded Leader for AWS Unified Operations (UOps) customers, the premium support tier, owning the end-to-end customer experience across onboarding, delivery, retention, and growth. You coordinate a cross-functional delivery team (technology strategist, architects, specialist engineer, financial analyst) without line-managing them, using an AI-first delivery model. You engage CTO, CFO, and C-level executives to translate technical outcomes into business value, lead EBRs and QBRs, and manage executive escalations. You assess customers' cloud-operations maturity, own the risk conversation, orchestrate specialists to remediate gaps, and influence the UOps product roadmap.
Requirements
- 7+ years in enterprise-level service delivery of critical workloads in cloud operations, managed services, or enterprise support
- 5+ years delivering large-scale cloud migrations, complex IT projects, or managed-services delivery
- Previous experience in technical account management, business relationship management, or management consulting
- Ability to orchestrate and influence cross-functional technical teams without direct authority
- Demonstrable track record of translating strategy into execution
- Ability to create mechanisms, processes, and accountability structures that improve delivery and customer experience
- Excellent communication skills, able to engage and influence CTO, CFO, and C-level executives
- Strong programme management skills, including agile methodologies and project-management tools
- Technical fluency in cloud operations, resilience, observability, and cost optimisation (AWS Cloud Practitioner or Solutions Architect Associate level, or equivalent)
- Experience delivering with AI tools and workflows
Experience Level
InternEntry LevelMid-levelSeniorLeadExecutive
📍 Life in Munich
👥
Population
1.6M
⭐
Quality of Life
9.0
🇬🇧
English Friendly
8.0
💻
Tech Scene
9.0
🌍
International
8.0
🚇
Public Transport
9.0
🚴
Bikeability
8.0
🌬️
Air Quality
7.0
🌳
Green Spaces
8.0
🚗
Car Free
6.0
ℹ️
About Munich
- •Tech hub with strong startup ecosystem
- •Excellent public services
- •Close to Alps
🌤️
Climate
- •Continental climate
- •Cold winters with snow
- •Warm summers
- •Close to Alps
❄️Jan: 0°C☀️Jul: 19°C📅Avg: 9°C
☀️1900 sunshine hours/year
🛡️
Safety
- •Safest major city in Germany
- •Very low violent crime
- •Occasional pickpocketing
Overall:9.0
🏥
Healthcare
- •World-class hospitals
- •Short wait times
- •Comprehensive coverage
Quality: 10.0Access: 9.0
🎭
Culture
- •Rich arts scene
- •World-famous museums
- •Strong music tradition
🎉
Nightlife
- •Vibrant beer gardens
- •Clubs
- •Cultural events
🏞️
Recreation
- •Parks
- •English Garden
- •Alps nearby
💰
Cost of Living
- •Most expensive city in Germany
- •High salaries compensate somewhat
🏠 Rent (1BR center):€1650
⚡ Utilities:€250
🛒 Groceries:€350
🍽️ Dining out:€22
The world's largest online retailer and leading cloud infrastructure provider (AWS, ~31% global market share), operating across e-commerce, cloud computing, digital streaming, AI/ML, advertising, logistics, healthcare, and consumer electronics. Processing ~$830 billion in GMV annually with 1.57 million+ employees across 40+ countries, Amazon connects hundreds of millions of customers with millions of sellers through its marketplace platform, while AWS powers over 90% of Fortune 100 companies.
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€per year
€20k€250k
Your situation in Germany
The default for anyone single, divorced or widowed.
Only changes the church tax rate — 8% in Bavaria and Baden-Württemberg, 9% everywhere else.
Childless employees over 23 pay a higher Pflegeversicherung (care insurance) rate.