Come be a part of a rapidly expanding $25 billion dollar global business. At Amazon Business Services, we stand at the intersection of tech and retail in the B2B space, developing innovative purchasing and procurement solutions for organizations of all sizes—from individual proprietors to global enterprises. We set out every day to disrupt the status quo by delivering efficient solutions that help businesses reimagine buying.
We are seeking a results-oriented and customer-obsessed National Operations Leader to build and scale a new field operations function within our services business. This is a unique opportunity to create a team, define metrics, and stand up the operational backbone of a high-growth business from the ground up. The ideal candidate is a builder who thrives in ambiguity, can dive deep into details, and is passionate about delivering high-quality, scalable solutions that improve customer experience.
#ReinventRetail
We are open to hiring candidates to work out of one of the following locations: Seattle, Boston, NYC, and Austin.
Key job responsibilities
• Build and lead a geographically distributed team of Territory Managers, fostering a strong, inclusive culture rooted in Amazon’s Leadership Principles.
• Create and champion a culture of customer obsession, where every process and decision is driven by improving the customer experience.
• Define and implement national operational standards, KPIs, and performance metrics to drive consistency, efficiency, and service quality.
• Hire, mentor, and develop high-performing leaders, focusing on long-term career growth, ownership, and operational excellence.
• Develop and manage vendor and technician performance frameworks, including onboarding, compliance, quality assurance, and continuous improvement initiatives.
• Ensure third-party partners execute work to the highest standards on behalf of Amazon, consistently delivering high-quality outcomes and strong customer experiences.
• Establish robust mechanisms for Territory Managers to engage regularly with partners and customers to assess service quality and gather feedback.
• Drive a culture of continuous improvement by identifying operational gaps, implementing scalable solutions, and iterating on best practices.
• Partner with product, engineering, vendor management, and customer service teams to influence roadmap development, resolve operational challenges, and raise the customer experience bar.
• Use data and analytical insights to inform strategy, identify opportunities for improvement, and measure success.
• Own national operational execution, ensuring teams deliver results that align with customer expectations and business goals.
• Act as a key culture carrier within a new and rapidly evolving organization, setting the tone for team collaboration, bias for action, and high standards.
• Serve as an escalation point for field operations, balancing short-term problem solving with long-term systemic improvements.
• Contribute to strategic planning and resource forecasting to support rapid business growth.
