Job Description

-Bachelor's Degree required -3-5 years of relevant experience. -Working knowledge in Microsoft Excel and Word. -Significant international travel required (roughly 25-30%).

Job summary
Do you like to help shape the future of customer support? Earth’s Most Customer Centric Company is seeking an experienced Associate Vendor Manager to join the Americas Outsourcing team

The successful candidate will draw from previous work experience in support delivery or contact center management and demonstrate the ability to build relationships, drive improvement, move quickly in a high-stakes, high-speed environment, and enjoys getting in the weeds on any and all issues.

The position will be based in India.

The scope of responsibility includes partner success and performance management , compliance, coaching for performance, and creating a Amazonian culture with partners.

As an Associate Vendor Manager, you will be responsible for driving operational excellence across our Customer Service vendor network, implementing new programs and collaborating with Amazon teams to positively impact customer experience.

This is a high-impact, high-visibility position that interacts with a broad group and requires a superior self-directed individual with strong attention to detail and great organizational skills.

The successful candidate will possess 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 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 has a sincere passion and obsession for customers.

Responsibilities include:

Operations Management:

• Effectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices.
• Review daily and weekly operations data and manage sites' performance. Act a liaison with the quality team to manage the performance of partner sites.
• Conduct root cause analysis and Operation process standardization.
• Solve complex customer service issues and proactively prevent negative service trends.

Escalates issues on a timely manner.

Stakeholder Management:

• Build strong, trusted relationships with vendors and stakeholders across different levels of the organization.

• Develop and maintain strong working relationships with employees at every level in the company and with external Customer Service vendors.

• Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction.
• Conduct all business with the highest ethical and professional standards, representing Amazon brand at all times.

Program Management:

• Manage projects and change initiatives incl. new implementations and site launches.
• Own deployment of new operations and/or services within the customer case support network.
• Share operational and quality best practice across the Amazon Customer Service network.
• Manage special projects and other responsibilities as assigned.
• Drive compliance with standards related to Operational Execution, Security and Infrastructure.

Key job responsibilities

• Service Delivery – act as point of contact for vendor based teams and effectively lead operations to the highest standard of customer obsession, drive project and change management, including new implementations.
• Risk and Control – Ensure compliance with standards related to Security and Infrastructure, Legal, Tax, Financial Invoicing, Code of Conduct and develop robust Business Continuity Plans.
• Stakeholder Management – Build and manage strong, trusted vendor and stakeholder relationships across different levels of the organization.

• MBA or Advanced Degree
• COPC Coordinator Certification
• Lean/Six Sigma experience
• Customer Service Operations / BPO experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit: https://www.amazon.jobs/en/disability/us