Partner Performance Manager, CS Global Outsourcing
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Key skills for this role
About the Role
Responsible for driving partner success, managing customer service operations, analyzing performance metrics, and ensuring compliance with regulations while fostering strong sta.
Key Skills for This Role
Responsibilities
- Develop and maintain strong working relationships with stakeholders and Customer Service vendors
- Manage and deliver across all aspects of Customer Service operations with focus on customer obsession
- Support contact center procurement activities including vendor strategy, business requirement scoping, and contract negotiation
- Develop and implement standards and governance for data privacy compliance
- Ensure compliance to Amazon security standards and develop business continuity plans
- Project manage new implementations
- Significant international travel required (roughly 30%)
Requirements
- Bachelor's degree in management, business administration, economics, engineering, or marketing
- Experience analyzing data and best practices to assess performance drivers
- Experience in contact center operations
- Strong leadership and organizational skills
Full Job Posting
Role Overview
- 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.
Basic Qualifications
- Bachelor's degree in management, business administration, economics, engineering, marketing.
- Experience analyzing data and best practices to assess performance drivers.
Key Job Responsibilities
- Develop and maintain strong working relationships with stakeholders at every level in the company and with Customer Service vendors.
- Effective management and delivery across all aspects of Customer Service operations, with focus on a high level of customer obsession.
- 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%).
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