Global SLS Ops Lead - AI-Driven Excellence

Manager, SLS Performance Ops, Global SLS

Job :  |  Services LLC

Lead the global scaling of DSP Scorecard case management operations through AI‑powered operational excellence. As Manager of SLS Performance Ops, you’ll drive 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 opportunity to build the operational framework that scales case management globally, directly impacting thousands of DSP partners and shaping the future of our performance management ecosystem.

• 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 W , Scorecard Case Management M , and SLS Operations Q  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.

• 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 managing, analyzing, and communicating results to senior leadership.
• Experience owning program strategy and end‑to‑end delivery.

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The base salary range for this position in the United States is USD  -  per year. Amazon’s compensation package includes sign‑on payments, restricted stock units (RSUs), benefits such as health insurance, 401(k) matching, paid time off, parental leave, and more. Learn more at .