Amazon Candidate Connection Services (ACCS) is the front door for millions of candidates each year across 18 countries and 6 languages in North America, Europe, and Asia-Pacific. We handle 1.6M+ candidate contacts annually, and are in the middle of one of the most significant operational transformations in Amazon's hiring history - moving from a traditional contact center model with regional process variations to a globalized, standard, and AI-first candidate experience team.

We are hiring a Senior Manager to be the single-threaded global leader for ACCS. You will own end-to-end operations across three regions (NA, EU, and APAC), leading all functions and a 300+ person team of internal contact center teams and outsourced vendor partners. The current operational hubs for the in-house teams are in Tempe, AZ (U.S.), Bristol (United Kingdom), Prague (Czechia), and Tokyo (Japan). Your mandate is clear: unify global operations under one strategy and quality standard, own the containment rate target, define which candidate interactions move fully to agentic AI, and serve as the business owner of AI resolution quality - not just a voice into the development process. You will optimize operation model, site strategy, and sourcing mix to improve candidate satisfaction, quality, and operational efficiency.

This is a strategic build role. You are the key business stakeholder who influences system architecture and workflows that serve candidates better at lower cost - across every time zone, language, and hiring market Amazon operates in. You will also serve as the primary operational voice into agentic AI development, ensuring that real-world candidate interaction data and performance insights shape how AI agents perform globally.

Key job responsibilities

Own global ACCS strategy across NA, EU, and APAC - unifying 18 countries under a single operating model, quality standard, and AI-powered technology platform. Own the containment rate target, define which candidate interactions transition to agentic AI, and serve as the business owner of AI resolution quality.

Lead day-to-day operations across all service pillars: Inbound Candidate Care, Outbound Risk Mitigation Contacts (2-Way SMS, engagement reducing candidate drop-off), and virtual Video Call Processing plus critical support structures across all regions. Accountable to service level, quality, and efficiency targets for in-house and outsourced operations.

Build and lead a globally distributed leadership team - developing managers, redesigning roles, and creating performance frameworks with clear KPIs for each function.

Own the global escalation framework for complex or sensitive candidate issues, designing tiered protocols ensuring speed, consistency, and stakeholder visibility.

Partner with senior leadership and cross-functional teams to align ACCS strategy; serve as the interface for assessment questions, proctoring issues, and fraud-related scenarios.

Drive ACCS's contribution to Quality of Hire outcomes - reducing Day 1 no-shows through proactive outreach and feeding candidate interaction insights into the QoH framework.

Own the insource/outsource decision by geography and the vendor performance framework governing expansion or exit.

About the team

ACCS is a critical team within Global Hiring Experience Operations (GHXO), one vertical of Workforce Staffing (WFS).

WFS powers Amazon's growth by connecting quality talent to valuable opportunities through innovative technology that delivers world-class candidate experiences. The organization hires 1.6 million people annually across 26 countries, managing the full hiring lifecycle from labor order receipt through Day 1 Start. This encompasses demand planning, candidate attraction, assessment, scheduling, onboarding, and new hire post-hire quality.

BASIC QUALIFICATIONS

- 10+ years of leading talent programs experience

- Bachelor's degree

- Experience in talent management, organizational network analysis, and organizational design and development

- Experience leading complex global or country-wide initiatives

PREFERRED QUALIFICATIONS

- Bachelor's degree, or 7+ years of contact center operations management with demonstrated progressively increased responsibility experience

- 5+ years of managing teams experience, or a MBA and 4+ years of managing teams experience

- Experience in recruiting especially high volume hiring, both within direct hiring and outsourcing capacities

- Experience with automatic contact routing, VoIP and any contact center case management tools, or experience in operations and on-call support for data center facilities, mission critical plants, or production facilities

- 5+ years of vendor management, or 3+ years of vendor management experience

- Experience implementing scalable compliance solutions (technology, procedures, processes, etc.) in a regulated environment

- 7. Familiarity with Amazon Connect, Salesforce Service Cloud, or equivalent enterprise contact center platforms

- 8. Demonstrated expertise in data privacy compliance (GDPR, CCPA, PDPA) in an operational or customer-facing context

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, AZ, Tempe - 164,700.00 - 222,800.00 USD annually

USA, WA, Seattle - 164,700.00 - 222,800.00 USD annually