Senior Vendor Manager, Amazon Customer Service

Description

Amazon is seeking a senior-level leader to join its Global Outsourcing (GO) team within the Amzon Customer Service (CS) organization. As a Senior Vendor Manager for the Americas, you will be responsible for delivering excellent customer experiences by managing outsourced partner relationships and driving operational excellence and compliance. You will work with external partners and implement new programs while collaborating with internal Amazon teams to positively impact the customer experience.

This is a high-impact, high-visibility position that requires strong leadership skills to manage complex global operations, ability to multitask, make data-driven decisions, and anticipate needs in a fast-paced, high-stakes environment.

You have strong commercial judgement and ability to build relationships, drive improvement, and influence without authority. You will act as an Amazon culture ambassador, be flexible to take on additional responsibilities, and help ensure effective relationships across Amazon teams and partners.

This role will require significant international travel (up to 30%).

Key job responsibilities

• Define future sourcing solutions aligned to business strategy, considering labor models, locations, cost models, risk, and market trends
• Define vendor and site strategy, business requirements, conduct location assessments, request for proposal (RFP), pricing/contract negotiations, and contract administration
• Negotiate and deliver favorable commercial outcomes, identify opportunities to create additional value
• Ensure vendors consistently deliver operational excellence, excellent customer experience, flexible capacity, and compliance
• Ensure compliance with standards (security, legal, financial, code of conduct) and develop robust business continuity plans
• Build and manage strong, trusted relationships with vendors and stakeholders across the organization
• Effectively manage and deliver all aspects of customer service operations with a high level of customer obsession
• Share operational and quality best practices across the Amazon customer service network
• Lead and develop a team of industry specialists, encouraging participation, ownership, action, customer/employee satisfaction, and financial management
• Demonstrate outstanding ownership and willingness to roll up your sleeves to get things done, acting with the highest ethical and professional standards
  
  

Basic Qualifications

• 10 years of relevant experience in customer service required, working with Business Process Outsourcing (BPO) industry across multiple geographies
• Bachelor's degree
• Experience owning project strategy and end to end implementation
• Experience working cross functionally with tech and non-tech teams
• Experience communicating results to senior leadership
• Ability to think both strategically and tactically with strong attention to detail
• Expert skills in document writing (MS word) and calculation tools (MS Excel)
  
  

Preferred Qualifications

• MBA or graduate degree
• COPC Coordinator Certification
• Lean/Six Sigma 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.

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $144,200/year in our lowest geographic market up to $238,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.


Company - Amazon.com Services LLC

Job ID: A2815533