The Meetings and Events Service Delivery Manager - AMER leads the execution of customer events and drives performance, processes, and quality standards across their region. They are responsible for elevating team performance and AM&E's reputation through excellence in service delivery. Working within AM&E's global strategy, they optimize and implement programs while developing team strategies, leading initiatives, and maintaining governance standards. Success in this role requires strong multi-directional leadership and communication skills, with an ability to coordinate effectively across all organizational levels.
This role is responsible for working with a team that is focused on developing best-in-class travel and event programs. As an ideal candidate you are an analytical thinker and detail oriented who thrives in a fast-paced and constantly evolving environment. A goal oriented high achiever who understands the importance of working backwards to exceed expectations.
At Amazon, we are committed to and invested in sustainability because it’s a win all around – it’s good for business, the planet, our customers, and our communities. Amazon has co-founded and signed The Climate Pledge, a commitment to reach net zero carbon by 2040. This science-based goal is a multi-year carbon emissions reduction goal that is aligned with getting to carbon neutrality 10 years faster than the latest scientific guidance.
Key job responsibilities
Customer Obsession
• Identify service, communication and process improvement opportunities throughout events delivery.
• Lead the implementation of best practices and standard operating procedures, and adherence to global playbooks.
Deliver Results
• Under the leadership of the Global Service Delivery Manager, develop, deliver and implement strategic plans for the delivery of events
• Review current service support models to ensure accuracy and reliability of delivery; with emphasis on consistency and optimization.
• Inform and contribute to global expansion of AM&E program
Ownership & Bias for Action
• Maintain frequent contact with key stakeholders. Share programmatic updates, feedback, and need to know information.
• Regular reporting and updates to executive and leadership teams, stakeholders, and colleagues, ensuring full understanding of progress, direction and expected results at all times.
Invent and Simplify
• Analyzes event processes and outcomes to identify areas for enhancement, then partners across the organization to develop and implement innovative, scalable solutions that streamline event planning and execution without adding unnecessary complexity.
Learn and Be Curious
• Maintain knowledge of current trends and innovations in the meetings and events industry.
Have Backbone Disagree and Commit
• Make difficult decisions while maintaining relationships
A day in the life
Daily activities include but are not limited to:
- Daily leadership of all regional onsite Service Delivery teams across the region, ensuring that all agreed SLAs and service standards are met.
- Build high-performing teams through coaching, mentoring, and career development opportunities.
- Act as point of escalation for all in region event service delivery issues.
- Drive operational excellence across teams.
- Lead and develop a global high-performing strategic team through effective management, mentoring and professional development while fostering a culture of continuous improvement
- Influence cross-functional partners and senior leadership
- Utilize Business Intelligence and Data Analytic tools to uncover hidden value
About the team
We’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative, and driven leaders.
Amazon Meetings and Events (AM&E) supports all Amazon event owners in achieving their business objectives. Whether the event is large or small; simple or complex; meetings/events are hosted within a corporate office, a conference center, hotel or a mix; our goal is to make it easier. We do that by reducing costs, mitigating risks and enabling efficiencies, all while ensuring we facilitate the event owner’s ability to focus on the content not the logistics.
