Partner Manager, Global Outsourcing, Amazon Customer Service

DESCRIPTION

Do you like to help shape the future of customer support? Earth’s Most Customer Centric Company is seeking an exceptionally talented individual to join our Amazon Customer Service (CS) team within Global Outsourcing (GO).

We are seeking an experienced performance management leader to join our CS GO team as a Vendor Manager. This leader will manage external vendor relationships, drive operational excellence and innovation, and collaborate with other Amazon teams to positively impact customer experience.

The ideal candidate will draw from their experience in Business Process Outsourcing (BPO) account management, contact center key performance indicators, and corporate leadership roles, demonstrating their ability to manage relationships, think strategically, drive process improvements, and make data-backed decisions in a high-stakes, high-speed environment.

Key job responsibilities

• Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service delivery
• Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction
• Assist with defining long-term vendor strategy
• Identify, develop and optimize organization processes, playbooks, or tools
• Deep dive inefficiencies; drive improvement through scalable mechanisms
• Triage issues, owning resolution, root cause analysis, and corrective action plans

A day in the life
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 CS GO team manages a network of outsourced contact center vendors to provide CS front line support capacity, flexibility, and cost benefits while delivering exceptional experiences to Amazon’s customer base. These inputs provide energy directly into the Amazon Flywheel by providing exceptional customer experiences and lowering support cost. Amazon CS GO’s pace, innovation, international scale, and complexity creates huge opportunities.

You will be working as part of a detail-oriented team of four that is based out of Delhi and Seattle. We practice a partnership-first philosophy of vendor management by working tirelessly to remove obstacles for our vendors in order for our team to insist on the highest standards in performance

BASIC QUALIFICATIONS

• 4+ years of account or relationship management, small business logistics, or retail/vendor/supplier management experience

PREFERRED QUALIFICATIONS

• MBA
• Experience building and cultivating relationships with internal and external stakeholders
• Experience analyzing data and best practices to assess performance drivers
• Bachelor's degree, or 3+ years of general experience
• 4+ years of customer support experience, or experience in leadership or account management positions
• Experience in project management
• Experience with Lean/Six Sigma

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.