Lead the global scaling of DSP Scorecard case management operations through AI-powered operational excellence. As Manager of SLS Performance Ops, you'll drive the worldwide expansion of our Scorecard case management operations, leveraging AI/ML models to increase resolution velocity while maintaining 95%+ quality standards. This role offers the unique opportunity to build the operational framework that will scale case management globally, directly impacting thousands of DSP partners and shaping the future of our performance management ecosystem.
The ideal candidate combines strong people leadership with technical acumen and a passion for operational innovation. You'll lead a team of Operations Leads and Specialists while establishing the mechanisms, quality standards, and capacity planning models that ensure our Scorecard case management operations can scale globally. This position requires someone who thrives in fast-paced environments, excels at cross-functional partnership management, and can balance strategic vision with hands-on operational execution. You'll be instrumental in building the foundation for worldwide expansion.
Key job responsibilities
- Lead and develop a team of SLS Operations Leads and Specialists across Scorecard case management, quality assurance, and operational support functions
- Leverage AI and ML models to increase case resolution velocity and consistency while maintaining critical human judgment for high-stakes decisions
- Maintain 95%+ quality scores through joint quality mechanisms with partner teams, including quality reviews, quality assurance processes, and clear escalation paths
- Own and drive operational and business goals/metrics including SLA compliance, Average Handle Time reduction, and case resolution rates
- Run Weekly Ops WBR, Scorecard Case Management MBR, and SLS Operations QBR to track progress, identify improvement opportunities, and provide leadership visibility
- Create operational readiness framework for scaling Scorecard case management globally, including capacity planning models, SOP standardization across regions, and training programs
- Drive closed-loop processes to root cause case outcomes and enable continuous improvement
- Build Operational Risk Dashboards to flag gaps in aging cases, SLA compliance, or manual errors for immediate intervention
- Partner with BI teams to establish enhanced data infrastructure for robust event-level reporting and trend analysis
- Manage workflow, handle escalations, and proactively delegate workload across the team to meet timeline-driven commitments
- Foster a culture of quality, innovation, and continuous improvement
BASIC QUALIFICATIONS
- Bachelor's degree
- 5+ years of team management experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
- 5+ years of cross functional project delivery experience
- 5+ years of working cross functionally with tech and non-tech teams experience
PREFERRED QUALIFICATIONS
- Experience managing, analyzing and communicating results to senior leadership
- Experience owning program strategy and end to end delivery
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TN, Nashville - 114,500.00 - 160,000.00 USD annually
