Americas Service Delivery Leader | Customer Experience

Amazon; Northern (KY); Hybrid; USD 139,000 - 188,000; Full time

Job summary

Amazon is seeking a Service Delivery Manager for the Americas to own internal service delivery across the region. You will lead in-house support teams, partner with the Vendor Manager, and drive performance with KPI monitoring and cross-functional collaboration.

Based in Boise, Idaho, this onsite role requires leadership of managers and network support specialists, travel up to 25%, and a strong focus on improving customer experience and operational efficiency.

Qualifications

• 4+ years in technical support or 2+ years in network/OS support
• Experience communicating complex information to senior stakeholders or leadership
• Strong analytical skills and attention to detail
• Experience with fast-moving, high-performance teams and innovative solutions
• Experience using data/analytics to drive decisions
• Minimum 4 years in a direct leadership role across multiple locations

Responsibilities

• Deliver best-in-class customer experience across internal teams in the Americas
• Assess team performance and recognize high-impact contributors
• Lead coaching, development, and training programs for network support specialists
• Collaborate with Vendor Manager and Quality Managers to analyze trends and drive performance
• Work with Learning and Development to create and refine training content
• Travel within the US and internationally (<25%)

Skills

Leadership

Analytical skills

Communication abilities

Stakeholder management

Team building

Process improvement

Tools

Lean Six Sigma

WFM

Knowledge Management

Job description

Amazon is seeking a Service Delivery Manager for the Americas to own internal service delivery across the region. You will lead in-house support teams, partner with the Vendor Manager, and drive performance with KPI monitoring and cross-functional collaboration.

Based in Boise, Idaho, this onsite role requires leadership of managers and network support specialists, travel up to 25%, and a strong focus on improving customer experience and operational efficiency.