Amazon
London, England, GBR
+ 2 other locations
Transform Amazon's global facilities network while driving $100M+ in operational improvements through next-generation soft services solutions. As a key member of Building Excellence Management, you'll revolutionize how we deliver and optimize our $3.7B annual facilities portfolio through strategic innovation in cleaning, waste management, pest control, landscaping, and other soft service disciplines. Your leadership will shape soft service delivery practices across thousands of buildings worldwide, implementing advanced technologies and sustainable solutions that set new industry standards. Working with diverse global teams, you'll drive the evolution of our soft services programs while delivering significant cost savings, sustainability gains, and improved service quality to operations.
Why This Role Matters
As a Soft Services FME, you'll spearhead transformative service delivery initiatives not only in the NA region, but across Amazon's global network of thousands of buildings. Your innovative solutions will drive multi-million-dollar cost optimizations while revolutionizing how we deliver cleaning, hygiene, waste management, pest control, and grounds maintenance services. By leveraging AI, IoT, and predictive analytics, you'll shape the future of soft service delivery — creating new standards for operational excellence. Working with global teams, you'll implement sustainable solutions that enhance service quality while ensuring regulatory compliance across all soft service disciplines. This role offers unprecedented opportunity to affect operational efficiency, total cost of ownership, and environmental sustainability at massive scale.
What You'll Do
In this role, you'll design and implement global soft service standards that transform how we deliver cleaning, waste, pest control, and landscaping services worldwide. Leading strategic initiatives across our facilities portfolio, you'll develop innovative solutions for complex service delivery challenges while continuously improving operational efficiency. You'll use your expertise to develop data-driven frameworks for measuring and improving soft service performance — from cleanliness audits and hygiene metrics to waste diversion rates and grounds maintenance quality — leading to scalable solutions for thousands of facilities. Working closely with key stakeholders, you'll drive continuous improvement initiatives that optimize vendor performance, enhance service reliability, and set new benchmarks for soft service excellence.
Your Impact
Your leadership will revolutionize soft service delivery across Amazon's global network, creating lasting improvements in service quality and operational efficiency. Using advanced technologies and performance analytics, you'll shift our approach from reactive to proactive service management — cutting costs and improving compliance. Your innovative solutions will become industry standards, setting new benchmarks for automated service monitoring and quality assurance. Above all, your work will build scalable frameworks for consistent, high-quality soft service delivery throughout our growing global portfolio, directly affecting Amazon's operational success and environmental goals.
What Sets You Up For Success
Success in this role draws from deep expertise in soft services management combined with proven experience driving large-scale operational improvements. Your data-driven approach to problem-solving and strong analytical skills will be essential for identifying optimization opportunities across our global portfolio. The ability to influence and collaborate effectively within complex organizations is crucial, as you'll work across multiple teams and regions. Most importantly, your track record of implementing innovative soft service solutions demonstrates you can transform strategic vision into practical, scalable results that enhance service quality and reliability.
Why You'll Love It
Here's your chance to make an impact at unprecedented scale, transforming soft service delivery across one of the world's largest building portfolios. You'll drive innovation in service technology while collaborating with diverse teams spanning multiple continents and cultures. This role offers the unique opportunity to reshape industry standards and create solutions that influence how soft services are managed globally. Your work will directly support Amazon's sustainability goals, combining environmental responsibility with operational excellence. If you're passionate about innovation and want to leave a lasting mark on the future of facilities soft services, this role is for you.
Key job responsibilities
As a Soft Services FME in Building Excellence, you'll lead the development and implementation of global soft service standards and programs that drive operational excellence across Amazon's 1,700+ facilities portfolio. Your primary focus will transform service delivery strategies through data-driven solutions and innovative technologies. Core responsibilities include designing and executing soft service frameworks — spanning cleaning, waste management, pest control, landscaping, and hygiene — that enhance operational efficiency, reduce costs, and improve service quality. You'll analyze complex service delivery data to identify trends, develop predictive scheduling strategies, and create scalable solutions for implementation across thousands of sites. Key deliverables include developing standardized vendor management processes, implementing performance metrics and audit programs, and creating quality assurance frameworks that ensure consistent service delivery. You'll partner with Regional Portfolio Managers to optimize soft service programs while collaborating with Design & Construction teams to improve building serviceability. Success in this role requires both strategic vision and practical execution skills. You'll need to influence diverse stakeholders, manage multiple high-impact projects simultaneously, and drive continuous improvement initiatives that deliver measurable results in cost reduction, operational efficiency, and sustainability.
A day in the life
By mid-morning, you're deep-diving into data analysis, identifying optimization opportunities in our cleaning schedules and waste diversion programs. After lunch, you're leading a workshop with Regional Portfolio Managers to implement new vendor performance standards for janitorial and pest control services, followed by collaborating with Design & Construction on serviceability requirements for upcoming building designs. Your day could conclude by supporting a service escalation or building a business case for innovative soft service technology — such as autonomous cleaning systems or smart waste sensors. Every day brings unique challenges, requiring both strategic thinking and practical problem-solving skills.
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
Experience in program or project management
Experience using data and metrics to determine and drive improvements
Experience owning program strategy, end to end delivery, and communicating results to senior leadership
Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Experience leading process improvements
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