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DESCRIPTION

Earth’s Most Customer Centric Company is seeking a talented candidate to join our Global Outsourcing team within World Wide Customer Service (WWCS). As an Associate Vendor Manager, you will be responsible for implementing new programs, cultivating operational excellence and partnering with Amazon teams to positively impact customer experience.

This is a high-impact, high-visibility position that interacts with a broad range of stakeholders and requires a superior self-directed individual with attention to detail and great organizational skills. The successful candidate will draw from previous work experience in contact center operations the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations and events that require quick response or turnaround. They are passionate about delivering wow customer experiences, passionate about solutions, and love getting in the weeds on any and all issues.
*International/Domestic travel required.

Department: Customer Service (CS)
Job: Operation
Location: Tokyo (Shinagawa office)

Key job responsibilities
1. Operations Management
Effectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices.
- Daily and weekly operations review and KPI management
- Conduct root cause analysis and Operation process standardization
- Detailed reporting and metrics preparation using Excel. Ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems
- Solve complex customer service issues and proactively prevent negative service trends
- Escalates issues on a timely manner

2. Stakeholder Management
Build strong, trusted relationships with vendors and stakeholders across different levels of the organization.
- Develop and maintain strong working relationships with internal and with external stakeholders
- Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction
- Conducts all business with the highest ethical and professional standards, representing Amazon brand at all times

3. Program Management
Manage projects and change initiatives incl. new implementations and site launches
- Deployment of new operations and/or services
- Sharing operational and quality best practice across the Amazon Customer Service network
- Manage special projects as assigned
- Drive compliance with standards related to Operational Execution, Security and Infrastructure