Associate Vendor Manager, Customer Service, Global Outsourcing
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 WW Customer Service (CS) team within Global Outsourcing (GO). Our team manages a network of outsourced contact center vendors to provide CS frontline support capacity, flexibility, and a cost benefit 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.
We are seeking an experienced performance management leader to join our CS GO team as an Associate Vendor Manager. This leader will assist our team with managing external partner relationships, driving operational excellence and innovation, and collaborating with other Amazon teams to positively impact customer experience.
The ideal candidate will draw from their 4+ years work 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
-Support external partner-based teams, guiding operations to achieve the highest standard of customer obsession and service delivery
-Assist Vendor Management with our partner relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction; impacts team’s goals
-Identify and recommend improvements to org processes, playbooks, or tools.
-Deep dive operational inefficiencies; recommend improvement through scalable mechanisms
-Triage issues, owning resolution, root cause analysis, and corrective action plans
- Must be able to work US business hours
BASIC QUALIFICATIONS
- Experience analyzing data and best practices to assess performance drivers
- Bachelor’s degree or equivalent experience required
- Experience managing stakeholder relationships, including communicating and collaborating across teams and functions
- 4+ years of relevant BPO customer service management experience
- Significant domestic and international travel required (roughly 25%)
PREFERRED QUALIFICATIONS
- MBA
- Lean/Six Sigma experience