# Senior Manager, Contact Center & Customer Support, Amazon Travel and Events at Amazon

Amazon is hiring a Senior Manager, Contact Center & Customer Support, Amazon Travel and Events in Arlington, United States. It pays $174k-$230k a year and Level rates it Little AI ●○○○; you can [apply on Amazon](https://jobsbylevel.com/go/98d2d736-cb57-4ede-b5d2-d5317c97d9c8?utm_medium=ai-agent).

AI Level 1, AI centrality 25 out of 100. US, VA, Arlington.

## Details

- Company: [Amazon](https://jobsbylevel.com/companies/amazon)
- AI level: AI Level 1 (score 25 out of 100)
- Location: US, VA, Arlington
- Salary: $174k-$230k
- Posted: September 21, 2026
- Apply: https://jobsbylevel.com/go/98d2d736-cb57-4ede-b5d2-d5317c97d9c8?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=senior-manager-contact-center-customer-support-amazon-travel-and-events-at-amazon-944865

## Prepare for this job

The job page lists 4 likely interview questions for this offer, with a CV checklist: https://jobsbylevel.com/jobs/senior-manager-contact-center-customer-support-amazon-travel-and-events-at-amazon-944865

## Description

At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, innovative and driven leaders. We are seeking an experienced and innovative Senior Manager of Contact Center & Customer Support to build, scale, and operate the support organization behind a global travel and events program spanning 60+ countries. This leader will own the end-to-end contact center operating model, from strategy and technology implementation to daily performance, ensuring all customers including travelers, arrangers, event planners, and internal stakeholders receive fast, consistent, high-quality support across every channel, time zone, and language. This is a builder role for a leader who has stood up or transformed a contact center function, designing the operating model, building the organization, and setting the standards that a global operation runs on. The right candidate brings the discipline of SLAs, KPIs, case management, and technology-enabled automation that a 24/7 travel and events program spanning 60+ countries demands. Deep familiarity with the travel, hospitality, and events industry (bookings, intake, changes, disruptions, traveler safety, vendor/supplier coordination) is essential to earning credibility with the business and designing support workflows that fit how travel and events programs must operate. This role oversees the development of front line customer care and contact center automation and is accountable for setting the strategic direction across the functions automation, AI, and self-service goals. Key job responsibilities Strategy & Operating Model - Design, build, and continuously improve a structured contact center operating model including workflows, service standards, escalation paths, quality expectations, performance metrics, and reporting cadence fit for a global, multi-country, multi-language travel and events program. - Define the channel strategy (phone, chat, messaging, email, social, self-service, in-app) and the customer journey across planning, booking, pre-trip/event, in-trip/event disruption/emergency support, and post-trip/event resolution. - Partner with regional and global stakeholders to ensure the support model reflects local regulatory, language, and cultural requirements across all 60+ countries while maintaining a globally consistent standard of service. - Act as a strategic partner to senior leadership, bringing data-driven recommendations on staffing, technology investment, and process design to executive planning and business reviews; drive automation and reduce operating costs. - Influence cross-organizational priorities aligning technology, product, procurement, and regional operations teams around a shared support vision without direct reporting authority over those teams Technology, Automation & AI - Own the cross-channel automation strategy (based on the data and customer insight that frames the problem to solve) panning voice, chat, messaging, email, and social, other. Sets the customer experience using automation capabilities and systems that understand and respond to customer requests and automates repetitive back office workflows. - Partner with internal technology teams including product managers to drive the contact center technology roadmap leveraging world-class solutions including the telephony platform, case/ticket management systems, workforce management tools, and AI-enabled support. - Drive the agent-assist technology roadmap including AI-generated summaries, real-time suggestions, knowledge retrieval, and speech/interaction analytics to improve agent efficiency and customer outcomes. - Identify and implement automation opportunities that reduce cost-to-serve while improving speed and consistency of resolution, with clear governance around accuracy, data privacy, security, and human oversight for AI-assisted support. - Set the vision for personalization and proactive support experiences across channels,

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-manager-contact-center-customer-support-amazon-travel-and-events-at-amazon-944865

Source: https://jobsbylevel.com/jobs/senior-manager-contact-center-customer-support-amazon-travel-and-events-at-amazon-944865

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