Partner Performance Manager, CS Global Outsourcing

Description

As a Partner Performance Manager you will be responsible for driving partner success and operational excellence, compliance, creating an Amazonian culture with external partners, implementing new programs and collaborating with Amazon internal teams to positively impact customer experience. This is a high-impact, high-visibility position that interacts with a diverse group of stakeholders and requires a self-directed individual with strong attention to detail and great organizational skills.

The successful candidate has strong leadership skills to manage complex operations in an environment with complex legal regulation. They will draw from previous work experience in contact center operations, possess the ability to multitask, are ready to make data-backed decisions in a high-stakes, high-speed environment. They will be highly self-motivated with a strong sense of initiative and will possess the ability to anticipate needs. They demonstrate the ability to think big and influence across all levels of an organization, possess strong business judgment and have a sincere passion and obsession for customers.

Key job responsibilities
• Develop and maintain strong working relationships with stakeholders at every level in the company and with Customer Service vendors to identify, analyze and solve problems
• Effective management and delivery across all aspects of Customer Service operations, with focus on a high level of customer obsession; Sharing operational and quality best practice across the Amazon Customer Service network
• Support contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation
• Based on EU and global data privacy regulation, develop and implement standards, mechanisms and create governance to simplify complex processes and optimize for customer experience, security, and compliance aspects
• Ensure compliance to Amazon security standards and develop business continuity plans and project manage new implementations
• Demonstrate ownership, not shying away from rolling up your sleeves to get things done
• Significant international travel required (roughly 30%)

Basic Qualifications

– Bachelor’s degree in management, business administration, economics, engineering, marketing
– Experience analyzing data and best practices to assess performance drivers

Preferred Qualifications

– Experience in client or vendor facing roles with a focus in relationship management and negotiation skills
– Experience aggregating and analyzing internal and external campaign metrics to assess performance drivers and identify insights

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.