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LMIR Operations Manager I [A], SDS Last Mile Incident Response Team

Amazon· SDS Last Mile Incident Response Team
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Hybrid (COL)acting/temporaryPosted yesterday

About the role

Acting (temporary) Operations Manager responsible for programmatically leading SDS Last Mile Incident Response teams, defining processes, metrics, and tools, and ensuring world-class customer service within the Escalations Ecosystem. Leads 10-15 direct reports and collaborates with Capacity Planning, Quality Assurance, and cross-functional teams to drive performance, improvement, and launches across multiple OUs and countries.

Responsibilities

  • Sets vision, direction, and culture for the team
  • Manages 10-15 direct reports
  • Defines new processes, creates metrics, builds tools
  • Supports program and project initiatives as the team grows
  • Ensures specialists deliver world-class service in escalations
  • Aligns team priorities with Amazon Contact Tenets
  • Coaches and develops salaried leaders and high-performing staff
  • Owns performance and operational delivery with support from Capacity Planning and Quality Assurance
  • Acts as escalation point for issues impacting customer experience
  • Leads Kaizen events to solve customer and people issues
  • Represents team in metric reviews and cross-functional meetings
  • Partners with business teams for launches, messaging, and reviews
  • Acts as thought partner for plan and launch of SDS Escalation teams in multiple OUs and countries
  • Creates solutions for complex SDS issues and drives cross-departmental initiatives
  • Develops and implements short- and long-range goals and performance targets
  • Coordinates global share of best practices and stakeholder management

Qualifications

  • +2 years as a permanent people manager
  • +2 years of experience in CASE SDS - BA or two years with Amazon
  • +Direct experience in Contact Center Operations focused on escalated and emergent situations (DART, CASE, Customer Service, Escalations, EXR)

Skills

Required:People managementData-driven decision makingCommunication
Nice to have:Kaizen / continuous improvement
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

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