What are the responsibilities and job description for the Event Services Manager, M&E, Amazon Meetings and Events position at Amazon?
Description
The Event Services Manager's primary focus will be managing programs that help drive performance, processes, and quality standards for the AM&E program with both a global and regional lens. In addition, this role will be responsible for elevating overall site services performance. They will lead the delivery, optimization and creation of the SOPs, SLAs and program logistics for AM&E. Responsibilities include developing and implementing of the event services team strategies, big picture initiatives, governance & analytical reporting. The Event Services Manager will be responsible for monitoring the project team deliverables in line with agreed scope and ensures integrated learnings are recorded and socialized appropriately.
Key job responsibilities
Customer Obsession
The Event Services Manager will be the strategic leader of the event services team, including the Meetings and Events Intake Team, Operations Team, and others TBD.
On a daily basis, the Event Services Manager will be responsible for setting the strategic vision for the team, ensuring projects are completed on time, and alignment between teams.
Key Success Metrics
Amazon Meetings and Events (AM&E) supports all Amazon event owners in achieving their business objectives. Whether the event is large or small; simple or complex; our goal is to make it easier. We do that by reducing costs, mitigating risks and enabling efficiencies, all while ensuring we facilitate the event owner’s ability to focus on the content not the logistics.
To support the numerous types of events and customer needs, we offer flexible and scalable options in the form of self-service tools, venue sourcing, hotel room blocks, ad-hoc and end-to-end meeting planning services and assistance navigating processes and logistics.
Basic Qualifications
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.
Company - Amazon.com Services LLC
Job ID: A2942791
The Event Services Manager's primary focus will be managing programs that help drive performance, processes, and quality standards for the AM&E program with both a global and regional lens. In addition, this role will be responsible for elevating overall site services performance. They will lead the delivery, optimization and creation of the SOPs, SLAs and program logistics for AM&E. Responsibilities include developing and implementing of the event services team strategies, big picture initiatives, governance & analytical reporting. The Event Services Manager will be responsible for monitoring the project team deliverables in line with agreed scope and ensures integrated learnings are recorded and socialized appropriately.
Key job responsibilities
Customer Obsession
- Build and implement mechanisms enabling seamless customer journeys across Operations, Intake, and Event Services teams
- Create frameworks for consistent service delivery from initial request through execution
- Establish metrics and feedback loops measuring customer satisfaction across all touchpoints
- Develop standard operating procedures ensuring smooth handoffs between teams
- Partner with stakeholders to remove friction points
- Lead multiple teams, ensuring alignment across all service delivery functions
- Drive operational excellence through standardized processes and continuous improvement initiatives
- Build high-performing teams through coaching, mentoring, and career development opportunities
- Lead workforce planning and organizational design efforts to support scaling operations
- Develop playbooks enabling consistent service delivery across regions
- Own and improve the end-to-end M&E request management process
- Implement scalable solutions for global service delivery
- Create reporting mechanisms to measure team effectiveness and business impact
- Lead process improvement initiatives based on data-driven insights
- Establish governance structures ensuring quality and consistency
- Drive operational excellence across global regions
- Manage complex stakeholder relationships
- Influence cross-functional partners and senior leadership
The Event Services Manager will be the strategic leader of the event services team, including the Meetings and Events Intake Team, Operations Team, and others TBD.
On a daily basis, the Event Services Manager will be responsible for setting the strategic vision for the team, ensuring projects are completed on time, and alignment between teams.
Key Success Metrics
- Customer satisfaction scores (CSAT) and Net Promoter Scores (NPS)
- Operational efficiency improvements
- Process standardization adoption
- Service level agreement adherence
- Quality of service delivery
- Team development and retention
Amazon Meetings and Events (AM&E) supports all Amazon event owners in achieving their business objectives. Whether the event is large or small; simple or complex; our goal is to make it easier. We do that by reducing costs, mitigating risks and enabling efficiencies, all while ensuring we facilitate the event owner’s ability to focus on the content not the logistics.
To support the numerous types of events and customer needs, we offer flexible and scalable options in the form of self-service tools, venue sourcing, hotel room blocks, ad-hoc and end-to-end meeting planning services and assistance navigating processes and logistics.
Basic Qualifications
- 7 years leading programs at an enterprise level
- Proficient with productivity software, including Microsoft Outlook, Word, Excel, Project, and SharePoint
- Proven ability to define and execute change strategies.
- Previous experience with cross-functional teams to dive deep and find solutions to complex problems.
- 10 years of leading operations or program management
- 5 years of people management experience, including managing managers
- Bachelor's degree or equivalent practical experience
- Proven track record of scaling operations across multiple regions
- Strong analytical and problem-solving skills
- Excellence in written and verbal communication
- Experience with process improvement and operational excellence
- MBA or relevant advanced degree
- Experience managing global teams
- Background in events management or facilities operations
- Knowledge of lean/six sigma methodologies
- Experience with service delivery optimization
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.
Company - Amazon.com Services LLC
Job ID: A2942791
