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 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 6+ 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 Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service deliveryManage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction; impact multiple teams' goalsAssist with defining long-term vendor strategyIdentify, develop and optimize org processes, playbooks, or tools.Deep dive inefficiencies; drive improvement through scalable mechanismsTriage 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!
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment.
BASIC QUALIFICATIONSExperience building strategic relationships with stakeholders, including communicating and collaborating across teams and functionsExperience analyzing data and best practices to assess performance drivers6+ years of relevant BPO customer service management experienceSignificant domestic and international travel required (roughly 25%)Bachelor's degree or equivalent experience requiredExceptional interpersonal and communication skills, both written and verbal in Portuguese and English language Posted: September 25, 2024 (Updated about 17 hours ago)
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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.
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