Senior Vendor Manager, Amazon Customer Service

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!

Basic Qualifications

* 4+ years of account or relationship management, small business logistics, or retail/vendor/supplier management experience

Preferred Qualifications

* Experience hiring and developing sales management teams

* Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions

* Experience analyzing data and applying best practices to assess performance drivers

* Bachelor's degree, or 3+ years of general experience

* 4+ years of customer service experience, or experience in leadership or account management positions

* Experience in project management, delivery and/or program management

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit (Use the "Apply for this Job" box below). for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave.

Learn more about our benefits at .

USA, WA, Seattle -  -  USD annually