Service Delivery Manager Enterprise, eero CS

At eero we pride ourselves in providing every customer a world class experience. Our mission is to make technology in homes and businesses just work - through fast reliable secure connectivity. Fixing connectivity in the home is however just the start. Were working on the building blocks of the small business solutions and smart homes by designing our own hardware enabling it with powerful software and tying it all together to the cloud. We are seeking an experienced Enterprise Support Leader to scale our enterprise customer support operations. This individual will own the performance processes and quality of our enterprise support function ensuring our customers receive fast consistent and proactive support across all channels. This role combines operational excellence people leadership customer advocacy and cross-functional partnership to drive world-class enterprise customer experiences.

Key job responsibilities
Team Leadership & Management
- Provide both tactical and strategic management to lead a team of Enterprise Support Specialists/Engineers delivering high-quality technical support
- Establish and adjust team goals and performance expectations as this channel continues to evolve
- Monitor team productivity SLAs CSAT NPS backlog health and operational KPIs.
- Proactively lead recruitment efforts by attracting and hiring bar-raising talent who bring needed skills and expertise to your organization
- Establish own and share customized onboarding plans that help new team members learn programs products technologies processes and role expectations through rapid exposure and skill development
- Create a culture of accountability ownership and customer obsession.

Enterprise Support Operations
- Oversee day-to-day enterprise case management escalations and critical issue resolution.
- Ensure consistent adherence to enterprise workflows SLAs and communication standards.
- Partner with Workforce Management to ensure coverage staffing and capacity planning that align with business needs
- Manage escalations during major incidents drive communication cadences and ensure accurate documentation and post-mortems.

Customer Advocacy & Experience
- Build strong relationships with enterprise customers; serve as a senior point of contact for high-severity issues.
- Analyze customer sentiment feedback and support trends to identify risks and opportunities.
- Partner with Business Development to deliver seamless handoffs proactive engagements and a cohesive support experience.
- Champion enterprise customer needs with Product Engineering and Operations.

Process & Quality Improvement
- Establish process improvement and operational excellence mechanisms that drive scalable improvements
- Work with Support QA/Training teams to develop and evaluate enterprise support runbooks and quality frameworks end-to-end to implement improvements that enhance efficiency and customer experience
- Establish an environment that encourages and rewards simplifying processes reducing repeated work and removing defects
- Own documentation quality and knowledge management for the enterprise support function.

A day in the life
As the leader of our Enterprise Support team you will serve as a subject matter expert and strategic manager obsessing over customer experience. Your day will be spent leading a team of Technical Customer Service specialists to deliver exceptional support partnering with cross-functional stakeholders to drive systemic improvements and building mechanisms that scale operational excellence across enterprise customer segments.

- 2 years of people management and team development experience
- Experience communicating clearly and concisely with leadership stakeholders and cross-functional teams
- Experience working in a fast-paced rapidly changing operations environment
- 5 years in technical support enterprise support customer operations or similar customer-facing function with a managed network emphasis.
- Experience managing enterprise/strategic customer queues with complex technical needs and strict SLAs
- Excellent understanding of support systems (Salesforce Service Cloud Jira Confluence or equivalents).
- Demonstrated ability to problem-solve root-cause issues and drive cross-functional alignment.

- Experience leading global teams
- Experience supporting SaaS API-based or technically complex products.
- Willingness for continuous learning that includes networking certifications during provided company time (e.g. Certified Wireless Network Administrator (CWNA))
- Familiarity with WFM QA Training and Knowledge Management programs
- Background in enterprise onboarding customer success or incident management.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

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 ID Boise - 139100.00 - 188100.00 USD annually