DESCRIPTION

Global Real Estate and Facilities (GREF) is seeking an analytical and process-oriented leader to build and enhance our global support operations. This role will dive deep into our operational processes, analyze our data, and identify opportunities to improve our service quality and customer experience. GREF supports Amazon's corporate offices across more than 60 countries and a workforce of 300,000+ employees. This position will help GREF drive operational efficiency through defect reduction, tool optimization, and partnership with our global service delivery teams.

The successful candidate will analyze performance data, develop support documentation, and create operational processes working with facilities and program teams. We seek someone who combines strong analytical capabilities with excellent documentation skills—a detail-oriented professional who can translate complex processes into clear, actionable procedures while identifying opportunities for improvement. The role requires someone organized and adaptable in a fast-paced environment. Success depends on both technical aptitude and clear communication skills to develop effective operational documents and build collaborative relationships across global teams. Most importantly, candidates must be passionate about employee experience and demonstrate a genuine commitment to creating environments where people can do their best work.

Key job responsibilities

• Design and implement standardized processes, - policies, and best practices across all regions and functional programs
• Create and maintain comprehensive support documentation, including standard operating procedures, user guides, and best practices
• Analyze support metrics and customer feedback to identify trends and improvement opportunities
• Optimize the use of support tools and dashboards, provide requirements for new features and administer additions and changes to configuration
• Support the implementation of new processes and tools across regions
• Collaborate with cross-functional teams to gather requirements for tools, processes, and dashboards
• Develop and execute effective communication and change management plans for the implementation of new tools and processes
• Build and maintain strong relationships with cross-functional teams including Regional Facilities Management and multiple 3P service providers

BASIC QUALIFICATIONS

• 5+ years of program or project management experience
• 3+ years of driving process improvements experience
• Bachelor's degree
• 5+ years of operations management experience
• Experience with customer support technologies (CRM, ticketing systems, digital communication channels)
• Operations management or customer service experience

PREFERRED QUALIFICATIONS

• 2+ years of driving process improvements experience
• Experience using data and metrics to drive improvements
• Experience in complex problem solving, and working in a tight schedule environment
• Experience implementing repeatable processes and driving automation or standardization

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.