Service Delivery Manager - Americas, eero Customer Support

Description

At eero, we pride ourselves on providing every customer an exceptional experience. Our mission is to make technology in homes and businesses just work — through fast, reliable, secure connectivity. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of small business solutions and smart homes by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud.
We're seeking a Service Delivery Manager — Americas to help support that mission. You will own internal service delivery for the Americas region, leading our in-house support teams and partnering closely with the Vendor Manager to drive performance across the entire regional footprint. Responsible for leading, developing, and engaging with our team of exceptionally talented managers and network support specialists, you'll own the overall internal performance for the Americas region, monitoring Key Performance Metrics and the quality at which our services are delivered.
This role will be based out of Boise, Idaho — working onsite from our offices there.


Key job responsibilities
- Deliver a best-in-class customer experience across internal teams spanning multiple countries within the Americas region, ensuring consistency and cultural relevance at scale
- Assess internal team performance, identify high-impact contributors, and take meaningful action to recognize their achievements
- Lead coaching, professional development, and training programs that enable network support specialists to continuously raise the bar
- Partner with the Vendor Manager and Quality Managers to analyze quality trends and implement strategies that maintain and improve performance standards across internal and outsourced channels
- Collaborate with Learning and Development teams to create new training content and refine existing materials to meet evolving business needs
- Ability to travel within the US and internationally (<25%)


A day in the life
As the Service Delivery Manager — Americas, you will be the single-threaded leader for internal service delivery performance in the region. You'll conduct weekly one-on-ones with your team managers, reviewing performance and identifying opportunities for improvement. You'll partner with the Vendor Manager to ensure parity of quality between our internal teams and vendor partners, aligning on performance expectations and ensuring everyone has the tools needed to support our customers. You'll own the network support specialist experience, supporting their growth and development while balancing the needs of our customers. You'll spend time immersed in our customer feedback, obsessing over their experience, and working directly with our network support specialists to understand pain points and remove barriers to their performance. You'll be responsible for communicating performance metrics to key stakeholders and proactively partnering with leaders throughout the business to anticipate trends.

Basic Qualifications

- 4 years of technical support, or 2 years of network and operating system support experience
- Experience communicating complex information and solutions to senior stakeholders and influencing decisions, or experience communicating results to senior leadership
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience working with fast-moving, high-performance teams and driving innovative solutions tailored to unique business environments
- Experience working with data and leveraging analytics to make decisions
- Minimum of 4 years in a direct leadership role, managing leaders across multiple locations
- Strong business acumen with a track record of success, specifically related to contact center operations and Key Performance Indicators

Preferred Qualifications

- Experience managing managers and global teams
- - Experience supporting SaaS, API-based, or technically complex products.
- - Willingness for continuous learning that includes networking certifications during provided company time (e.g., Certified Wireless Network Administrator (CWNA))
- - Familiarity with WFM, QA, Training, and Knowledge Management programs
- - Experience with process improvement and automation (e.g., Lean Six Sigma, process management)

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.