Service Delivery Manager - EMEA, eero Customer Support

As a Service Delivery Manager - EMEA in the eero Customer Support team, you will drive a best-in-class customer experience across multiple countries, ensuring consistency, cultural relevance, and operational excellence at scale. You'll assess team performance through data-driven insights, identify high-impact contributors, and take meaningful action to recognise achievements and address gaps. Your leadership will directly shape the quality of service our customers receive across the region.

You'll lead coaching, professional development, and training programmes that enable agents and supervisors to continuously raise the bar. Partnering closely with Vendor teams and Quality Managers, you'll analyse quality trends, implement improvement strategies, and hold partners accountable to performance standards. You'll collaborate with Learning and Development teams to create new training content and refine existing materials to meet evolving business needs.

You'll also own the strategic direction of EMEA support operations - identifying emerging trends, anticipating customer needs, and proactively partnering with cross-functional leaders to align regional delivery with broader business objectives. You'll balance tactical execution with long-term planning, ensuring the team is equipped to scale while maintaining the high standards our customers expect.

A day in the life
As the Service Delivery Manager - EMEA, you will be the single-threaded leader for performance in the region. You'll conduct weekly one-to-ones with your team managers, reviewing performance and identifying opportunities for improvement. You'll meet with vendor partners, validating their performance and ensuring they have the tools needed to support our customers. You'll own the agent experience, supporting their growth and development while balancing the needs of our customers. You'll spend time immersed in our customer feedback, obsessing over their experience, and working directly with our agents to understand pain points and remove barriers to their performance. You'll be responsible for communicating performance metrics to key stakeholders and proactively partnering with leaders throughout the business to anticipate trends.

About the team
eero Customer Support is a global team dedicated to delivering exceptional experiences for every customer who interacts with our products. Within the EMEA region, we operate across multiple countries and languages, partnering with internal teams and vendor partners to provide fast, knowledgeable, and empathetic support. We're a team that values ownership, innovation, and continuous improvement - constantly raising the bar for how customers experience connectivity. We move quickly, think big, and invest deeply in developing our people to grow alongside our expanding product ecosystem.

Bachelor's degree in a relevant field or equivalent work experience
- Experience in technical support, or experience in managing and troublshooting network and experience working with customers with a passion for delivering exceptional service
- Experience in a leadership role
- Experience engaging, verbally and in writing, with internal and external stakeholders to convey complex ideas in a clear, concise manner
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience in a fast-paced, high-tech company, or experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines
- Experience working with data and leveraging analytics to make decisions
- Strong business acumen with a track record of success, specifically related to contact centre operations and Key Performance Indicators
- Ability to travel within the UK and internationally (up to 25%)

Preferred Qualifications

- Experience managing communication with geographically distributed teams
- Experience with process improvements (Lean Six Sigma and/or Kaizen)
- Experience supporting SaaS, API-based, or technically complex products
- Familiarity with WFM, QA, training, and knowledge management programmes

At eero, we pride ourselves on providing every customer an exceptional 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. We're working on the building blocks of small business solutions and smart homes by designing our own hardware, enabling it with seemless software, and tying it all together to the cloud.

As a Service Delivery Manager - EMEA in the eero Customer Support team, you will own the end-to-end support experience for customers across the EMEA region. eero's mission is to make technology in homes and businesses just work - through fast, reliable, secure connectivity.

You'll lead internal teams and manage in-region vendor performance, driving consistency and cultural relevance across multiple countries. You'll develop and engage a team of exceptionally talented supervisors, agents, and vendor partners - owning regional performance through Key Performance Metrics and service delivery quality. This is a high-impact leadership role where you'll shape how millions of EMEA customers experience eero, while building the operational frameworks that scale with our growth., Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.