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Description

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 Amazon Customer Service (CS) team within Global Outsourcing (GO).

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 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 delivery
- Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction
- Assist with defining long-term vendor strategy
- Identify, develop and optimize organization processes, playbooks, or tools
- Deep dive inefficiencies; drive improvement through scalable mechanisms
- Triage 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!