Amazon is seeking a senior-level leader to join its Global Outsourcing (GO) team within the Amzon Customer Service (CS) organization. As a Senior Vendor Manager for the Americas, you will be responsible for delivering excellent customer experiences by managing outsourced partner relationships and driving operational excellence and compliance. You will work with external partners and implement new programs while collaborating with internal Amazon teams to positively impact the customer experience.

This is a high-impact, high-visibility position that requires strong leadership skills to manage complex global operations, ability to multitask, make data-driven decisions, and anticipate needs in a fast-paced, high-stakes environment.

You have strong commercial judgement and ability to build relationships, drive improvement, and influence without authority. You will act as an Amazon culture ambassador, be flexible to take on additional responsibilities, and help ensure effective relationships across Amazon teams and partners.

This role will require significant international travel (up to 30%).

Key job responsibilities
- Define future sourcing solutions aligned to business strategy, considering labor models, locations, cost models, risk, and market trends
- Define vendor and site strategy, business requirements, conduct location assessments, request for proposal (RFP), pricing/contract negotiations, and contract administration
- Negotiate and deliver favorable commercial outcomes, identify opportunities to create additional value
- Ensure vendors consistently deliver operational excellence, excellent customer experience, flexible capacity, and compliance
- Ensure compliance with standards (security, legal, financial, code of conduct) and develop robust business continuity plans
- Build and manage strong, trusted relationships with vendors and stakeholders across the organization
- Effectively manage and deliver all aspects of customer service operations with a high level of customer obsession
- Share operational and quality best practices across the Amazon customer service network
- Lead and develop a team of industry specialists, encouraging participation, ownership, action, customer/employee satisfaction, and financial management
- Demonstrate outstanding ownership and willingness to roll up your sleeves to get things done, acting with the highest ethical and professional standards