Partner Performance Manager, Global Outsourcing Verticals
Earth's Most Customer Centric Company is seeking an experienced Partner Performance Manager to join the Global Outsourcing Verticals team.
This position will drive operational excellence across a truly global network that deploys up to 12,000 Customer Service associates.
The successful candidate will draw from previous work experience in support delivery or contact center management and demonstrate the ability to build relationships, drive improvement, move quickly in a high-stakes, and enjoys problem solving.
The position can be located in either Arlington, VA, Nashville, TN or Seattle WA.
The scope of responsibility includes partner success and performance management, compliance, coaching for performance, and creating an Amazonian culture with partners.
As a Partner Performance Manager, you will be responsible for driving operational excellence across our Customer Service vendor network, implementing new programs and collaborating with Amazon teams to positively impact customer experience.
This is a highly visibility position that interacts with a broad group and requires a superior self-directed individual with strong attention to detail and great organizational skills.
The successful candidate will possess the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations and events that require quick response or turnaround.
They will be self-motivated with a strong sense of initiative and will possess the ability to anticipate needs.
They will 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.
This is your chance to work hard, have fun, and make history! Key job responsibilitiesOperations ManagementEffectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices.
Daily and weekly operations review and KPI management.
Conduct root cause analysis and Operation process standardizationDetailed reporting and metrics preparation.
Solve complex customer service issues and proactively prevent negative service trends.
Escalate issues on a timely mannerStakeholder ManagementBuild strong, trusted relationships with vendors and stakeholders across different levels of the organization.
Develop and maintain strong working relationships with employees at every level in the company and with external Customer Service vendors.
Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction.
Conduct all business with the highest ethical and professional standards, representing Amazon brand at all times.
Program ManagementManage projects and change initiatives incl.
new implementations and site launches:
Deployment of new operations and/or services within the customer case support network.
Sharing operational and quality best practice across the Amazon Customer Service network.
Manage special projects and other responsibilities as assigned.
Drive compliance with standards related to Operational Execution, Security and Infrastructure.
About the teamThe GO Verticals organization was created in Q4 2022 to provide dedicated account management and operations support for five (5) unique businesses (verticals) - Shipping and Delivery Support (SDS), Digital Devices and Alexa Support (D2AS), Amazon Business (AB), Special Payments Customer Service (SPCS) and Customer Service by Amazon (CSBA).
Our mission is to enable the success of the businesses we support through our global Partners.
We obsess over our customers while championing both their voice and the voice of our associates.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
This position will drive operational excellence across a truly global network that deploys up to 12,000 Customer Service associates.
The successful candidate will draw from previous work experience in support delivery or contact center management and demonstrate the ability to build relationships, drive improvement, move quickly in a high-stakes, and enjoys problem solving.
The position can be located in either Arlington, VA, Nashville, TN or Seattle WA.
The scope of responsibility includes partner success and performance management, compliance, coaching for performance, and creating an Amazonian culture with partners.
As a Partner Performance Manager, you will be responsible for driving operational excellence across our Customer Service vendor network, implementing new programs and collaborating with Amazon teams to positively impact customer experience.
This is a highly visibility position that interacts with a broad group and requires a superior self-directed individual with strong attention to detail and great organizational skills.
The successful candidate will possess the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations and events that require quick response or turnaround.
They will be self-motivated with a strong sense of initiative and will possess the ability to anticipate needs.
They will 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.
This is your chance to work hard, have fun, and make history! Key job responsibilitiesOperations ManagementEffectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices.
Daily and weekly operations review and KPI management.
Conduct root cause analysis and Operation process standardizationDetailed reporting and metrics preparation.
Solve complex customer service issues and proactively prevent negative service trends.
Escalate issues on a timely mannerStakeholder ManagementBuild strong, trusted relationships with vendors and stakeholders across different levels of the organization.
Develop and maintain strong working relationships with employees at every level in the company and with external Customer Service vendors.
Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction.
Conduct all business with the highest ethical and professional standards, representing Amazon brand at all times.
Program ManagementManage projects and change initiatives incl.
new implementations and site launches:
Deployment of new operations and/or services within the customer case support network.
Sharing operational and quality best practice across the Amazon Customer Service network.
Manage special projects and other responsibilities as assigned.
Drive compliance with standards related to Operational Execution, Security and Infrastructure.
About the teamThe GO Verticals organization was created in Q4 2022 to provide dedicated account management and operations support for five (5) unique businesses (verticals) - Shipping and Delivery Support (SDS), Digital Devices and Alexa Support (D2AS), Amazon Business (AB), Special Payments Customer Service (SPCS) and Customer Service by Amazon (CSBA).
Our mission is to enable the success of the businesses we support through our global Partners.
We obsess over our customers while championing both their voice and the voice of our associates.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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