Job Description

DESCRIPTION

Earth\'s Most Customer Centric Company is seeking an experienced Senior Vendor Manager to join our Customer Service Global Outsourcing team.

This position will manage external vendor relationships, drive operational excellence, negotiate pricing and contracts and partner with Amazon teams to positively impact customer experience.
The successful candidate will draw from previous work experience in vendor management, contact center management and corporate representation and demonstrate the ability to build relationships, drive improvement, make tough data-backed decisions in a high-stakes, high-speed environment, and enjoys getting in the weeds on any and all issues.

The position will be based in Hyderabad India.

Responsibilities include:

Service Delivery - Provide leadership for large vendor based teams and effectively manage operations to the highest standard of customer obsession, drive project and change management incl. new implementations and share best practices.

Procurement - Participate in vendor and site strategy definition, business requirement scoping, location assessments, request for proposal administration, pricing and contract negotiation and contract administration.

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.

We are open to hiring candidates to work out of one of the following locations:

Delhi, IND | Hyderabad, TS, IND | Pune, IND

BASIC QUALIFICATIONS

A sincere passion and obsession for customers
Bachelor\'s degree required
12+ years of relevant experience in customer service required
Exceptional interpersonal and communication skills, both written and verbal language
Strong technical and analytical aptitude
Ability to think both strategically and tactically with strong attention to detail
Demonstrated project management success
Expert skills in Microsoft Excel and Word
A willingness to roll up sleeves to get it done
Significant travel required (up to 30%) including some international travel

PREFERRED QUALIFICATIONS

MBA or Advanced Degree
Lean/Six Sigma experience
Demonstrated project management success
Customer Service Operations / BPO experience

Amazon