Vendor Manager, Customer Service
• *Shape the Future of Customer Support at Amazon** We are seeking an experienced performance management leader to join our Amazon Customer Service (CS) team within Global Outsourcing (GO). As a Vendor Manager, you will oversee 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. They will demonstrate 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
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. 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:
- Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
- Experience analyzing data and best practices to assess performance drivers
- Bachelor's degree or equivalent experience required
- 4+ years of relevant BPO customer service management experience
- Experience driving projects to completion using change management or project management frameworks
Preferred Qualifications:
- MBA
- Lean/Six Sigma experience
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Apply Job!