Service Delivery Manager

Bachelor’s degree or equivalent experience
- 6+ years of business development or similar experience
- Minimum of 4+ years in a directly 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 (< 25%)

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. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of the 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 - 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. Charged with leading, developing and engaging with our team of exceptionally talented supervisors, agents, and vendor partners, you’ll be responsible for the overall performance for the APAC region, monitoring Key Performance Metrics along with the level of quality our services are being delivered. This role will be based out of Sydney, Australia - working onsite from our offices there.
Key job responsibilities
As the Service Delivery Manager - APAC you will be the single threaded leader for performance in the region. You’ll conduct weekly 1:1s with your supervisors, reviewing performance and identifying opportunities for improvement. You’ll meet with vendor partners, validating their performance and ensuring they have the tools needed to support our customers. You’ll own the agent experience, supporting their growth and development while balancing the needs of our customers. You’ll spend time entrenched in our customer feedback, obsessing over their experience, and working directly with our agents to understand pain points and remove obstacles hindering their performance. You’ll be responsible for communicating performance metrics to key stakeholders and proactively partnering with leaders throughout the business to anticipate trends.
**As the Service Delivery Manager, you will**:

- 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.