Senior Manager, Contact Center & Customer Support, Amazon Travel and Events

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative and driven leaders. We are seeking an experienced and innovative Basic qualifications: - 10+ years of progressive experience in contact center, customer support, or customer experience operations, including experience building or transforming a support function at scale. - Direct experience implementing and migrating contact center technology, workforce management, and AI/automation tools. - Track record of building and managing SLAs and KPIs in a high-volume, multi-channel environment. - Experience operating a support function across multiple countries, languages, and time zones global or regional (EMEA/APAC/Americas) scope strongly preferred. - Strong analytical skills; comfortable building and interpreting dashboards, forecasts, and business cases. - Excellent executive communication skills and experience influencing senior stakeholders. - Bachelor's degree required; MBA or related advanced degree a plus. Preferred: - Experience in the travel, hospitality, or events industry (corporate travel, travel management, hospitality, airlines, or events) understanding of booking and event systems, itinerary management, travel disruption response, and traveler duty-of-care. - Experience managing in-house or outsourced contact center partners. - Familiarity with 24/7 or "follow-the-sun" support models and after-hours/emergency travel assistance programs. - Change management experience leading an organization through technology or process transformation. - Experience with contact center automation, conversational AI platforms at scale. - Familiarity with speech analytics, journey analytics, or real-time interaction analytics. - Background in Lean, Six Sigma, or structured process improvement methodologies. 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, VA, Arlington - 173,900.00 - 230,000.00 USD annually