Global Travel & Events Support Center Lead

Amazon; Arlington (VA); Presencial; USD 174.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

401(k) matching

Paid time off

Parental leave

Descripción de la vacante

Amazon is seeking an experienced Senior Manager of Contact Center & Customer Support to build, scale, and operate the support organization for a global travel and events program spanning 60+ countries. You will own the end-to-end contact center operating model, guiding strategy, technology, and day-to-day performance to ensure fast, high-quality support across all channels, time zones, and languages.

This builder role requires leading a global function, establishing SLAs, KPIs, case management,

Formación

• 10+ years leading contact center, customer experience operations at scale.
• Experience implementing contact center tech, workforce management, and AI/automation.
• Track record building SLAs and KPIs across multi-channel ops.
• Experience operating in multiple countries, languages, and time zones.
• Bachelor's degree required; MBA or related advanced degree a plus.

Responsabilidades

• Design and operate a global contact center model for travel and events.
• Define channel strategy and end-to-end customer journeys.
• Drive automation, AI, and self-service strategies across platforms.
• Lead cross-functional teams with regional stakeholders.
• Own staffing, budgeting, and vendor relationships to meet SLAs.
• Establish SOPs, escalation paths, and performance reporting.

Conocimientos

Executive leadership

Analytical skills

Stakeholder management

Multi-country operations

Operational excellence

Educación

Bachelor's degree

MBA or related advanced degree

Descripción del empleo

Amazon is seeking an experienced Senior Manager of Contact Center & Customer Support to build, scale, and operate the support organization for a global travel and events program spanning 60+ countries. You will own the end-to-end contact center operating model, guiding strategy, technology, and day-to-day performance to ensure fast, high-quality support across all channels, time zones, and languages.

This builder role requires leading a global function, establishing SLAs, KPIs, case management,