Amazon Operations sits at the heart of the Amazon customer experience. We look after everything from the moment a customer clicks buy, to the moment their item is delivered – from desktop to doorstep.
Across the globe we have more than thousand Fulfillment Centers, thousands of Delivery Stations, tens of thousands of machines, and hundreds of thousands of employees, all working together in harmony to make sure the right item gets delivered to the right person, in the right place, at the right time.
Working in Amazon Operations is for people who like to be active and give their all. We work in a busy, dynamic environment and are part of a bigger team delivering to the expectations of millions of customers every single day. We are open, inclusive and welcome individuality and diversity. The culture in our operation is built on the way team’s bond and the work ethic that enables our business to run like clockwork. Our teams take pride in a job well done, looking out for one another, ensuring the highest safety standards and playing their part in delivering the quality service Amazon is known for around the world.
Join us in the Amazon's Maintenance Operation Centre (AMOC) team. We maintain and optimize technologies in the Global Amazon Warehouse & Delivery Network.
Purpose of job
AMOC is seeking an experienced Manager to lead a team of Escalation Specialists responsible for the remote monitoring and coordination of building maintenance and refrigeration activities across our global facility network. This role will ensure 24/7 operational excellence in responding to critical facility issues while meeting established service level agreements (SLAs).
Key job responsibilities
Key Responsibilities
• Directly supervise and manage a team of Level 3 Escalation Specialists, providing day-to-day leadership, coaching, and performance management
• Monitor team metrics and KPIs around response times, case resolution, vendor dispatch, and customer satisfaction to ensure service level agreements are consistently met
• Lead daily operations meetings to review critical cases, identify trends, and ensure proper escalation protocols are followed
• Implement and maintain training documents and standard operating procedures (SOPs) for alarm response, vendor dispatch, and escalation management
• Coordinate with stakeholders across RME, Operations, and Safety to ensure effective communication during critical events
• Manage team schedules and staffing to provide 24/7 coverage while optimizing productivity and work-life balance
• Support the development and delivery of training programs for team members
• Assist in vendor relationship management and ensure compliance with established contracts and SLAs
• Collaborate with other RME teams to ensure best practices are implemented for inventory management, and reliability initiatives to optimize mechanical and refrigeration asset up-time across the network.
• Identify opportunities for process improvements and implement changes to enhance operational efficiency.
• Ensure compliance with local labor laws and Amazon policies
• Maintain proper documentation for shift schedules and work hours - Bachelor's degree or equivalent in Business, Accounting, or a related field
- Bachelor's degree, or experience in Engineering, Operations, Business Administration, or a related field
- 2+ years of technical support experience, or experience handling customer escalations
- • Experience with building maintenance systems including mechanical (HVAC, refrigeration) and related services
- • Demonstrated ability to lead teams and manage performance in a metrics-driven environment
- • Strong problem-solving abilities and experience managing complex technical issues
- • Excellent written and verbal communication skills
- • Proficiency with CMMS systems and Microsoft Office Suite
- • Ability to work in a 24/7 operational environment- Preferred Qualifications:
- • Master’s degree in Engineering, Operations Management or related field
- • Previous supervisory experience in a technical support or operations center environment
- • Refrigeration and food safety management experience
- • Experience with contractor/vendor management
- • Knowledge of building automation systems and remote monitoring tools
- • Multi-lingual capabilities
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
