Job Description
DESCRIPTION
Earth’s Most Customer Centric Company is seeking an exceptionally talented individual to join our Amazon Customer Service (CS) team within Global Outsourcing (GO). Our team manages a network of outsourced contact center vendors to provide CS frontline support capacity, flexibility, and a cost benefit while delivering exceptional experiences to Amazon’s customer base.
We are seeking an experienced performance management leader to join our CS GO team as a Vendor Manager for Japan. This leader will manage external vendor relationships, drive operational excellence and innovation, and collaborate with other Amazon teams to positively impact customer experience. This is a high-impact, high-visibility position that interacts with a broad range of stakeholders and requires a superior self-directed individual with attention to detail and great organizational skills.
The ideal candidate will draw from their 6+ years’ work experience in Business Process Outsourcing (BPO) account management or Operations Management to manage contact center key performance indicators (KPIs), demonstrate their ability to manage relationships, think strategically, drive process improvements, and make data-backed decisions in a high-stakes, high-speed environment.
*International/Domestic travel required.
Key job responsibilities
- Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service delivery
- Build strong, trusted relationships with vendors and stakeholders across different levels of the organization, influencing organizational priorities and business and/or technology direction; impact multiple teams' goals
- Assist with defining long-term vendor strategy
- Manage projects and change initiatives including new implementations and site launches.
- Identify, develop and optimize organizational processes, playbooks and tools.
- Deep dive inefficiencies; drive improvement through scalable mechanisms
- Triage issues, owning resolution, root cause analysis, and corrective action plans
BASIC QUALIFICATIONS
- 6+ years of relevant experience in Customer Service
- A sincere passion and obsession for customers and people with a willingness to roll up sleeves to get it done
- Exceptional interpersonal and communication skills, both written and verbal in Japanese and English language
- Record of accomplishment of taking ownership and driving results
- Experience in both strategic and tactical thinking and technical/analytical aptitude
- Demonstrated success in people leadership and project management
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