Amazon
Senior Manager, Contact Center & Customer Support, Amazon Travel and Events
$174K–$230K
Arlington, VA · Manager · Full-time · Posted Sep 21, 2026
- Experience
- 10+ years; experience operating across multiple countries, languages, and time zones is stated, with global or regional scope strongly preferred.
- Education
- Bachelor's degree required; MBA or related advanced degree a plus.
About the job
Build and lead the global contact center and customer support operation for Amazon’s travel and events program, including its operating model, technology, automation, and performance.
What you'll do
- Design the global support model, customer journeys, service standards, and channel strategy across 60+ countries.
- Lead contact center technology, automation, AI, and self-service strategy, including case management and agent-assist capabilities.
- Manage performance, workforce, budgets, vendors, and continuous improvement across the support organization.
What they ask for
- 10+ years of progressive experience in contact center, customer support, or customer experience operations, including 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.
- Bachelor's degree required.
Nice to have
- Travel, hospitality, or events industry experience.
- Experience managing in-house or outsourced contact center partners.
Pay
173,900.00 - 230,000.00 USD annually (base salary)
Tools
telephony platform, case/ticket management systems, workforce management tools, AI-enabled support, speech analytics, journey analytics, Lean, Six Sigma
AI focus
Set strategy for contact center AI, automation, and self-service; implement AI-assisted support such as generated summaries, real-time suggestions, knowledge retrieval, and interaction analytics, with governance for accuracy, privacy, security, and human oversight.
Model-written summary · the original posting is authoritative