Senior Manager, Contact Center & Customer Support, Amazon Travel and Events at Amazon · Arlington, VA · Joined
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Senior Manager, Contact Center & Customer Support, Amazon Travel and Events
Amazon · Arlington, VA · Just now · 0 applicants
NewOn-siteFull-timeManager
Pay
$174k–$230kListed
Workplace
On-site
Job type
Full-time
Level
Manager
Team: Amazon Travel and Events · Source: jobright · Posted by joined-scrapper
About the role
Amazon seeks a Senior Manager to lead the contact center and customer support operations for its global travel and events program spanning 60+ countries. This role owns the end-to-end operating model, technology strategy, performance management, and vendor relationships, requiring robust leadership in scaling and transforming support functions.
What you’ll do
Own end-to-end operating model for contact center and customer support
Drive technology and automation strategy
Manage performance, workforce, processes, and budget
Oversee vendor relationships across channels, regions, and languages
Build and manage SLAs and KPIs in high-volume multi-channel environment
Lead organization through technology and process transformation
What you’ll need
10+ years of progressive experience in contact center or customer support operations
Direct experience implementing and migrating contact center technology, workforce management, and AI/automation tools
Track record of building and managing SLAs and KPIs in high-volume, multi-channel environment
Strong analytical skills with dashboards, forecasts, and business cases
Excellent executive communication and stakeholder influence
Bachelor's degree required; MBA or related advanced degree a plus
Original job description
Amazon is seeking an experienced leader to build, scale, and operate the contact center and customer support organization for a global travel and events program spanning more than 60 countries. The role owns the end-to-end operating model, technology and automation strategy, performance management, workforce leadership, processes, budget, and vendor…