Job Description

Description

Associate Vendor Manager, WW CS GO

Job ID: 2276945 | Q-Express Documents Transport

DESCRIPTION

Job summary

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 WW Customer Service (CS) team within Global Outsourcing (GO). The pace of Amazon CS GO's innovation, launches, international scale, and complexity creates huge opportunities.

We are seeking an experienced account management leader to join our CS GO team as a Associate Vendor Manager. This role will lead and drive regional projects, work closely with the CS Project Management team to ensure the timely and successful launch of CS projects in the region, manage external vendor relationships, drive operational excellence, and collaborate with other Amazon teams to positively impact customer experience.

The ideal candidate will draw from their previous work experience in project or program management, vendor or account management, contact center management 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

Implement Global Outsourcing global initiatives into the region, working with central and other regional SME's to build mechanisms for successful launch

Define, prioritize and plan regional projects aligned to Global and Regional CS programs

Secure multi-disciplinary resource to ensure effective project implementation, working across both Amazon and Partner teams

Track and regularly report on progress for local projects, ensuring risks are managed effectively and issues resolved

Manage dependencies across projects and other Global Outsourcing activities

End to end responsibility for project execution and success

Liaison with partner teams to manage productivity and quality metric performances for the assigned sites

Daily and weekly operations management, including detailed reporting and metrics preparation

Responsible for KPI achievement and improvement, including the measures of performance, effectiveness, employee engagement and customer satisfaction

Solve complex customer service issues and proactively prevent negative service trends, conduct root cause analysis and process standardization

Develop and maintain strong working relationships with employees at every level in the company and with Customer Service vendors to identify, analyze and solve problems

Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management

About the team

Amazon's Global Outsourcing manages a network of outsourced contact center vendors, which Amazon intentionally refers to as partners, to provide capacity, flexibility, and a cost benefit while delivering exceptional support experiences to Amazon's growing customer base. These inputs provide energy directly into the Amazon Flywheel by providing exceptional customer experiences and lowering support cost. The APAC GO team specifically assists internal stakeholders by supporting their customers located in the Asia Pacific region

BASIC QUALIFICATIONS

Bachelor's degree preferred

Experience leading small to medium sized projects involving complex data sets

Strong communication, with the ability to influence at all levels within an organization

Strong planning, organizational skills and attention to detail, with proven capability in business process definition

Ability to handle competing priorities and to meet deadlines in demanding situations

An agile thinker who can look outside the box for solutions, probe and consider all the facts and details, while still staying aligned with the long term plans and goals

Self-motivated with proven capability to work independently and continually calibrate priorities with minimal supervision

Strong technical and analytical aptitude

An analytical mind able to "see" the complexities of procedures and regulations

Fluent written and verbal communication in English and Arabic

Proven project management experience

6-8 years relevant supervisory/team handling experience preferably in an outsourced environment

PREFERRED QUALIFICATIONS

COPC Coordinator Certification and Lean/Six Sigma experience are preferred