Transform Soft Services Delivery Across Amazon's Global Portfolio
Join the Building Excellence Management (BXM) team as the UK/International Soft Services Lead, driving innovation and operational excellence across Amazon's European and international facilities network of 132+ sites. You'll revolutionize how we deliver janitorial, pest control, and waste management services while ensuring compliance with diverse regulatory requirements across multiple countries.

The Role:

As part of a dedicated 5-member FME team, you'll lead strategic oversight of soft services across our international portfolio, influencing $1.4B in annual janitorial spend across 2,000+ facilities. Operating in three distinct capacities—Partner, Advisor, and Assurer—you'll collaborate with Regional Facilities Managers (RFMs), develop cutting-edge automation solutions, and establish industry-leading service delivery standards.

What You'll Do:

Technical support for comprehensive soft services operations including janitorial services , pest control programs with strategic deterrence initiatives, and waste management ensuring our internal customers have the right environment to work. Pioneer country-specific compliance frameworks covering facilities services.

Drive automation and continuous improvement initiatives by implementing productivity tools like auto-scrubbers and AI audit systems that reduce RME oversight time by 60%. Develop data-driven frameworks for vendor performance management, creating automated scorecards and real-time KPI dashboards. Build predictive analytics models and digital task management systems that transform service delivery from reactive to demand-driven.
Your Impact
Your leadership will deliver measurable results: 15% reduction in service delivery time, 20% improvement in first-time fix rates, 95% vendor SLA compliance, and 25% reduction in emergency service calls. You'll drive $100M in cost savings through process optimization and vendor consolidation while achieving 90%+ RPM satisfaction scores.

Create scalable solutions that set new industry benchmarks for soft services management. Your innovations will become the standard across Amazon's global facilities network, directly supporting sustainability goals while ensuring operational excellence across diverse regulatory environments. And as a member of the FME this role will not just be about toilets, you will be active in the development of all facilities services both hard and soft.

Key job responsibilities
The initial target for the role is the UK/International Soft Services Lead, you'll transform soft services delivery across Amazon's European and international facilities portfolio. You'll lead BXM technical strategic oversight of janitorial services across facilities with $1.4B annual spend, implementing productivity tools and automation solutions like auto-scrubbers and AI audit systems that reduce RME oversight time by 60%. Your scope includes comprehensive pest control programs, driving cost avoidance through strategic deterrence initiatives and regional collaboration, alongside waste management programs ensuring compliance with EU Waste Framework Directive requirements.
You'll pioneer country-specific compliance frameworks. Working across 132+ international sites, you'll develop data-driven frameworks that optimize service delivery while ensuring adherence to local standards and management systems. Through continuous improvement initiatives and vendor performance management, you'll drive operational excellence and cost optimization. Your leadership will establish industry-leading benchmarks for soft services, creating scalable solutions that enhance facility operations while supporting Amazon's sustainability goals across diverse regulatory environments. As an active member of the FME you will be totally immersed in the other facilities stream of hard services in support of the team goals, your role will not just be about toilets.

A day in the life
By mid-morning, you’re deep-diving into data analysis, identifying optimization opportunities in our service or maintenance programs. After lunch, you’re leading a workshop with RFM's implementing new vendor management standards, followed by collaborating with Design & Construction on upcoming building designs. Your day could conclude by supporting an issue or creating a case for inventive building management tech. Every day brings unique challenges, requiring both strategic thinking and practical problem-solving skills.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

Maternity and Parental Leave Options:

1. Paid Time Off (PTO)
2. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

About the team
The team is transforming how Amazon maintains its global facility network. We’re a diverse group of innovators combining technical expertise with strategic thinking to solve complex maintenance challenges across thousands of buildings. Our mission is creating world-class facility management solutions that drive operational excellence while supporting sustainability goals. Working alongside Regional Portfolio Managers and industry experts, you’ll help shape the future of facility management. We celebrate creative thinking, embrace data-driven solutions, and aren’t afraid to challenge conventional approaches. If you’re passionate about innovation and want to make a lasting impact at global scale, you’ll find a home here.

Basic Qualifications

• 5+ years of program or project management experience
• Experience using data and metrics to determine and drive improvements
• Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred Qualifications

• 2+ years of driving process improvements experience
• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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.

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.