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) as Associate Vendor Manager. The pace of Amazon CS GO’s innovation, launches, international scale, and complexity creates huge opportunities.

This role will manage our third party vendor that manage our Customer Service, drive operational excellence, and collaborate with other Amazon teams to positively impact customer experience.

The ideal candidate will draw from their previous work experience in vendor or account management, contact center management, project or program management 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

• Liaison with partner teams to manage productivity and quality metric performances for the assigned sites

• Daily and weekly operations management, including detailed reporting and metrics preparation

• Create ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems

• Responsible for KPI achievement and improvement, including the measures of performance, effectiveness, employee engagement and customer satisfaction

• Share operational and quality best practices across the Amazon Customer Service network

• Solve complex customer service issues and proactively prevent negative service trends, conduct root cause analysis and process standardization

• Develop and maintain strong working relationships with employees at every level in the company and with Customer Service vendors to identify, analyze and solve problems

• Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management

• End to end responsibility for project execution and success. Manage dependencies across projects and other Global Outsourcing activities

• Conduct all business with the highest ethical and professional standards

About the team

Amazon’s Global Outsourcing manages a network of outsourced contact center vendors, which Amazon intentionally refers to as partners, to provide capacity, flexibility, and a cost benefit while delivering exceptional support experiences to Amazon’s growing customer base. These inputs provide energy directly into the Amazon Flywheel by providing exceptional customer experiences and lowering support cost. The APAC GO team specifically assists internal stakeholders by supporting their customers located in the Asia Pacific region

Basic Qualifications

• Bachelor's degree

• Experience analyzing data and best practices to assess performance drivers

Preferred Qualifications

• 3+ years of client or vendor facing roles with a focus in relationship management and negotiation skills experience

• Experience aggregating and analyzing internal and external campaign metrics to assess performance drivers and identify insights