Partner Performance Manager, CS Global Outsourcing

Overview

• Bachelor's degree in management, business administration, economics, engineering, marketing
• Experience analyzing data and best practices to assess performance drivers As a Partner Performance Manager you will be responsible for driving partner success and operational excellence, compliance, creating an Amazonian culture with external partners, implementing new programs and collaborating with Amazon internal teams to positively impact customer experience. This is a high-impact, high-visibility position that interacts with a diverse group of stakeholders and requires a self-directed individual with strong attention to detail and great organizational skills.
• The successful candidate has strong leadership skills to manage complex operations in an environment with complex legal regulation.
• They will draw from previous work experience in contact center operations, possess the ability to multitask, are ready to make data-backed decisions in a high-stakes, high-speed environment.
• 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 have a sincere passion and obsession for customers.
• Key job responsibilities
• Develop and maintain strong working relationships with stakeholders at every level in the company and with Customer Service vendors to identify, analyze and solve problems
• Effective management and delivery across all aspects of Customer Service operations, with focus on a high level of customer obsession; Sharing operational and quality best practice across the Amazon Customer Service network
• Support contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation
• Based on EU and global data privacy regulation, develop and implement standards, mechanisms and create governance to simplify complex processes and optimize for customer experience, security, and compliance aspects
• Ensure compliance to Amazon security standards and develop business continuity plans and project manage new implementations
• Demonstrate ownership, not shying away from rolling up your sleeves to get things done
• Significant international travel required (roughly 30%)