Do you like to help shape the future of customer support? Earth’s Most Customer Centric Company is seeking an exceptionally talented individual to join our Amazon Customer Service (CS) team within Global Outsourcing (GO).

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.


Key job responsibilities

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 Amazon’s customer base. These inputs provide energy directly into the Amazon Flywheel by providing exceptional customer experiences and lowering support cost. Amazon CS GO’s 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.