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Partner Manager, Global Outsourcing

Partner Manager, Global Outsourcing

Amazon

5 - 9 years

20 - 25 Lacs

Noida

Posted:1 week ago| Platform:

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Skills Required

vendor management bpo customer service partner management change management business process outsourcing account management

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an experienced performance management leader to join our CS GO team as a Partner Manager This leader will manage external vendor relationships, drive performance excellence and innovation, and collaborate with other Amazon teams to positively impact customer experience The ideal candidate will draw from their experience in Business Process Outsourcing (BPO) account management, contact center key performance indicators, 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 Partner with vendor-based teams to deliver the highest standard of customer obsession and service delivery Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction Assist with defining long-term vendor strategy Identify, develop and optimize organization processes, playbooks, or tools Deep dive inefficiencies; drive improvement through scalable mechanisms Triage issues, owning resolution, root cause analysis, and corrective action plans

About The Team

The CS GO team manages a network of outsourced contact center vendors to provide CS front line support capacity, flexibility, and cost benefits while delivering exceptional experiences to Amazons customer base These inputs provide energy directly into the Amazon Flywheel by providing exceptional customer experiences and lowering support cost Amazon CS GOs pace, innovation, international scale, and complexity creates huge opportunities You will be working as part of a detail-oriented team of five that is based out of Delhi, Manila and Seattle We practice a partnership-first philosophy of vendor management by working tirelessly to remove obstacles for our vendors in order for our team to insist on the highest standards in performance

Basic Qualifications

Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions 5+ years of account or vendor management experience

Preferred Qualifications

MBA Project, program, or change management background

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Partner Manager, Global Outsourcing