Service Delivery Manager
vor 2 Wochen
Minimum Requirements: Bachelor's degree or equivalent experience 6+ years of business development or similar experience Minimum of 4+ years in a direct leadership role, managing leaders in multiple locations Strong business acumen with a track record of success, specifically related to contact center operations and Key Performance Indicators Excellent communication skills and ability to convey insights from complex analyses to internal and external entities Ability to think strategically and tactically with attention to detail. Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success. Capable of working closely with data and using analytics to problem-solve Ability to travel both domestically and internationally ( At eero, we pride ourselves in providing every customer a world-class experience. Our mission is to make technology in homes and businesses just work - through fast, reliable, secure connectivity. We're seeking a Service Delivery Manager - APAC to help support that mission. This individual will oversee our support footprint for the APAC region, managing internal teams and in-region vendor performance.
Key Job Responsibilities: Drive a world-class customer experience across multiple countries in the APAC region Evaluate the overall performance of your team and take action to recognize outstanding performance Oversee the coaching, development, and training of our agents Work in partnership with Vendor teams and Quality Managers to monitor trends in quality and implement strategies to maintain and improve performance Work in partnership with Learning and Development teams to produce new, and update existing training materials COPC Customer Experience (CX) certification Proven track record of taking ownership and delivering results Strong ability to prioritize and experience with meeting multiple deadlines Excellent communication skills (both verbal and written), with vendor, client, and customer-facing experience Experience with process improvement and automation (e.g., LEAN Six Sigma, Process Management) Acknowledgement of Country:
In the spirit of reconciliation, Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea, and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.
IDE Statement:
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.
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