Partner Performance Manager, CS Global Outsourcing
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Key skills for this role
About the Role
Amazon is seeking a Partner Performance Manager to drive partner success and operational excellence in customer service outsourcing. This high-impact role involves managing vendor relationships, ensuring compliance, and improving customer experience.
Key Skills for This Role
Responsibilities
- Develop and maintain strong working relationships with stakeholders and Customer Service vendors to identify, analyze and solve problems.
- 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, location assessments, request for proposal administration, and pricing and contract negotiation.
- Develop and implement standards, mechanisms 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, marketing.
- Experience analyzing data and best practices to assess performance drivers.
- 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.
Full Job Posting
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.
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
- 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
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