Global ACCS Senior Manager, AI-Driven Candidate Experience

Amazon; Seattle (WA); On-site; USD 165,000 - 223,000; Full time

Job summary

Amazon's Candidate Connection Services (ACCS) is hiring a Senior Manager to unify global operations across NA, EU, and APAC, overseeing 300+ internal and outsourced teams and shaping AI-enabled candidate interactions.

You will own the containment rate target, define AI transitions, and serve as the business owner of AI resolution quality, driving scalable, compliant operations worldwide.

Qualifications

• 10+ years of leading talent programs experience
• Bachelor's degree
• Experience in talent management, organizational network analysis, and organizational design and development
• Experience leading complex global or country-wide initiatives

Responsibilities

• Own global ACCS strategy across NA, EU, and APAC — unifying 18 countries under a single operating model, quality standard, and AI-powered technology platform.
• Lead day-to-day operations across all service pillars and ensure SLA, quality, and efficiency targets for in-house and outsourced operations.
• Build and lead a globally distributed leadership team with KPIs for each function.
• Own escalation framework for complex candidate issues with tiered protocols for speed and visibility.

Skills

Leadership

Talent management

Global initiatives

Vendor management

Data privacy compliance

Education

Bachelor's degree

Tools

Amazon Connect

Salesforce Service Cloud

Job description

Amazon's Candidate Connection Services (ACCS) is hiring a Senior Manager to unify global operations across NA, EU, and APAC, overseeing 300+ internal and outsourced teams and shaping AI-enabled candidate interactions.

You will own the containment rate target, define AI transitions, and serve as the business owner of AI resolution quality, driving scalable, compliant operations worldwide.