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Associate Vendor Manager WW CS GO

4 months ago

Bengaluru, Karnataka, India timesjobs Full time


Do you like to help shape the future of customer support? Earths Most Customer Centric Company is seeking an exceptionally talented individual to join our WW Customer Service (CS) team within Global Outsourcing (GO) as Associate Vendor Manager.

The pace of Amazon CS GOs innovation, launches, international scale, and complexity creates huge opportunities.

This role will manage our third party vendor that manage our Customer Service, 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 vendor or account management, contact center management, project or program 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

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)
Create ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems
Responsible for KPI achievement and improvement, (including the measures of performance, effectiveness, employee engagement, and customer satisfaction)
Share operational and quality best practices across the Amazon Customer Service network
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
End to end responsibility for project execution and success. Manage dependencies across projects and other Global Outsourcing activities
Conduct all business with the highest ethical and professional standards

'### About the Team

Amazons 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 Amazons 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
Locations

IND, KA, Bengaluru