Description

Earth’s Most Customer Centric Company is seeking a talented candidate to join our Global Outsourcing team within World Wide Customer Service (WWCS). As an Associate Vendor Manager, you will be responsible for implementing new programs, cultivating operational excellence and partnering with Amazon teams to positively impact customer experience.

This is a high-impact, high-visibility position that interacts with a broad range of stakeholders and requires a superior self-directed individual with attention to detail and great organizational skills. The successful candidate will draw from previous work experience in contact center operations the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations and events that require quick response or turnaround. They are passionate about delivering wow customer experiences, passionate about solutions, and love getting in the weeds on any and all issues.

*International/Domestic travel required.

Department: Customer Service (CS) (https://www.amazon.co.jp/b?node=5637339051)

Job: Operation (https://www.amazon.co.jp/b?node=5609898051)

Location: Tokyo (Shinagawa office) (https://www.amazon.co.jp/b?node=5589794051)

Key job responsibilities

1. Operations Management

Effectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices.

• Daily and weekly operations review and KPI management

• Conduct root cause analysis and Operation process standardization

• Detailed reporting and metrics preparation using Excel. Ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems

• Solve complex customer service issues and proactively prevent negative service trends.

• Escalates issues on a timely manner

2. Stakeholder Management

Build strong, trusted relationships with vendors and stakeholders across different levels of the organization.

• Develop and maintain strong working relationships with internal and with external stakeholders

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

• Conducts all business with the highest ethical and professional standards, representing Amazon brand at all times.

3. Program Management

Manage projects and change initiatives incl. new implementations and site launches.

• Deployment of new operations and/or services

• Sharing operational and quality best practice across the Amazon Customer Service network.

• Manage special projects as assigned.

• Drive compliance with standards related to Operational Execution, Security and Infrastructure

We are open to hiring candidates to work out of one of the following locations:

Tokyo, 13, JPN

Basic Qualifications

• 3+ years of relevant experience in Customer Service

• A sincere passion and obsession for customers and people with a willingness to roll up sleeves to get it done

• Exceptional interpersonal and communication skills, both written and verbal in Japanese and English language

• Record of accomplishment of taking ownership and driving results

• Confident in both strategic and tactical thinking and technical/analytical aptitude

• Demonstrated success in people leadership and project management

Preferred Qualifications

• Bachelor's, MBA or Advanced Degree

• Lean/Six Sigma experience

• Demonstrated project management success

• Experience managing global, remote teams

• BPO experience

Please check the website below for measures to eliminate unwanted second-hand smoking in each facility:

https://www.amazon.jobs/en/landing_pages/passivesmoking

就業の場所における受動喫煙を防止するための措置に関する事項については、下記リンク先をご覧ください。

https://www.amazon.jobs/jp/landing_pages/passivesmoking

The salary information can be provided individually prior to the 1st interview

賃金に関する条件は、１次面接の前に個別にご案内することができます