Manager, SLS Performance Ops Quality & Training, Global SLS

Amazon Inc.; Nashville (TN); Presencial; USD 115.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

RSUs

Paid time off

Parental leave

Descripción de la vacante

Amazon Inc. is seeking a Manager III, Operations Quality & Training to lead a high‑performing team responsible for the quality of Specialist event and case work.

The role includes scaling the DSP Perf Ops Quality Program globally and driving data‑driven improvements across diverse partner teams. You will own end‑to‑end QA programs, calibrations, and KPI tracking, while partnering with technology teams to explore ML/AI opportunities.

Formación

• Bachelor's degree required.
• 5+ years of team management experience.
• 5+ years of program or project management experience.
• Experience defining program requirements and using data to drive improvements.
• 5+ years of cross‑functional project delivery experience.
• 5+ years of working cross functionally with tech and non‑tech teams.

Responsabilidades

• Lead, coach, and develop a team of quality specialists and program managers, fostering ownership and operational excellence.
• Own the end‑to‑end quality assurance program for Specialist event and case work, ensuring accuracy and consistency.
• Design and continuously improve QR frameworks, calibration processes, and audit methodologies.
• Lead QR calibration sessions with Ops Leaders and partners to align quality expectations.
• Analyze quality trends, identify root causes, and develop corrective action plans.
• Establish and track quality KPIs and provide leadership with insights.

Conocimientos

Team management

Program management

Data analysis

Cross-functional delivery

Leadership reporting

Educación

Bachelor's degree

Descripción del empleo

Manager, SLS Performance Ops Quality & Training, Global SLS

The DSP Performance Operations team is seeking an experienced and strategic Manager III, Operations Quality & Training to lead critical quality assurance and information-scaling functions. This is a people manager role responsible for building, developing, and leading a high‑performing team. The role owns two key pillars: (1) the quality of Specialist event and case work, (2) closed‑loop reduction of escalations and rejected dispute approvals and (2) ensuring Scorecard changes and improvements are effectively scaled and communicated across the DSP Organization, Business Coach (BC), Ops Partners, and DSP/DA Training teams.

Key job responsibilities

• Lead, coach, and develop a team of quality specialists and program managers, fostering a culture of ownership, continuous improvement, and operational excellence
• Own the end‑to‑end quality assurance program for Specialist event and case work, ensuring accuracy, consistency, and adherence to standards
• Design and continuously improve QR frameworks, calibration processes, and audit methodologies
• Lead QR calibration sessions with Ops Leaders and LMAQ partners to align on quality expectations and scoring consistency
• Analyze quality trends, identify root causes of defects, and develop corrective action plans
• Establish and track quality KPIs, providing regular reporting and insights to leadership
• Lead the scaling of Scorecard information and best practices across the DSP Organization, Business Coach, and Ops Partners teams, ensuring changes are clearly communicated so partner teams can update their materials accordingly
• Drive improvements to external‑facing resources such as Metric Guides, DSP Companion tools, and other DSP reference materials
• Scale the Perf Ops Quality Program globally in support of the Global Scorecard Product launch and rollout
• Identify and drive opportunities to optimize Ops functions through ML and AI automation, partnering with technology teams to evaluate, pilot, and scale AI‑driven solutions

• Bachelor's degree
• 5+ years of team management experience
• 5+ years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements
• 5+ years of cross‑functional project delivery experience
• 5+ years of working cross functionally with tech and non‑tech teams experience

• Experience managing, analyzing and communicating results to senior leadership
• Experience owning program strategy and end to end delivery

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

Qualifications Appréciées

• Experience managing, analyzing and communicating results to senior leadership
• Experience owning program strategy and end to end delivery

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, TN, Nashville - 114,500.00 - 160,000.00 USD annually