Americas Service Delivery Manager — Elevate Customer Experience

Amazon Inc.; Boise (ID); On-site; USD 139,000 - 188,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon.com Services LLC’s eero division seeks a Service Delivery Manager for the Americas to own internal service delivery, lead in‑house support teams, and partner with the Vendor Manager to raise performance region‑wide.

Based in Boise, Idaho, you will coach managers, monitor KPIs, and ensure high‑quality service across internal and outsourced channels, with travel up to 25% internationally and within the US.

Qualifications

• 4+ years of technical support, or 2+ years of network and operating system support experience.
• Experience communicating complex information to senior stakeholders and influencing decisions.
• Strong analytical skills, attention to detail, and effective communication abilities.
• Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments.
• Experience working with data and leveraging analytics to make decisions.
• Minimum of 4 years in a direct leadership role, managing leaders across multiple locations.
• Strong business acumen with a track record of success, specifically related to contact center operations and Key Performance Indicators.

Responsibilities

• Deliver a best‑in‑class customer experience across internal teams spanning multiple countries within the Americas region, ensuring consistency and cultural relevance at scale
• Assess internal team performance, identify high‑impact contributors, and take meaningful action to recognize their achievements
• Lead coaching, professional development, and training programs that enable network support specialists to continuously raise the bar
• Partner with the Vendor Manager and Quality Managers to analyze quality trends and implement strategies that maintain and improve performance standards across internal and outsourced channels
• Collaborate with Learning and Development teams to create new training content and refine existing materials to meet evolving business needs
• Ability to travel within the US and internationally (<25%)

Skills

Leadership

Communication

Analytical skills

Stakeholder engagement

Data-driven decisions

Job description

Amazon.com Services LLC’s eero division seeks a Service Delivery Manager for the Americas to own internal service delivery, lead in‑house support teams, and partner with the Vendor Manager to raise performance region‑wide.

Based in Boise, Idaho, you will coach managers, monitor KPIs, and ensure high‑quality service across internal and outsourced channels, with travel up to 25% internationally and within the US.