IndirizzoDESCRIZIONE
Earth’s Most Customer Centric Company is seeking an experienced International Vendor Manager to join the EU Global Outsourcing (EU GO) team within WW Customer Service. The EU GO team manages Amazon's contact center outsourcing relationships for the EU stores.
As a Partner Manager for Italy , you will be responsible for creating the IT partner network strategy, driving partner success and operational excellence, compliance, creating an Amazonian culture with external partners, implementing new programs and collaborating with Amazon teams to positively impact customer experience and informing the IT FR partner network strategy.
This is a high-impact, high-visibility position that interacts with a diverse group of stakeholders and requires a self-directed individual with strong attention to detail and great organizational skills.
The successful candidate will draw from previous work experience in contact center operations, possesses the ability to multitask, is ready to make tough data-backed decisions in a high-stakes, high-speed environment. They will be highly self-motivated with a strong sense of initiative and will possess the ability to anticipate needs. They demonstrate the ability to think big and influence across all levels of an organization, possess strong business judgment and have a sincere passion and obsession for customers.
This is your chance to work hard, have fun, and make history!
Key job responsibilities
- Develop and maintain strong working relationships with stakeholders at every level in the company and with Customer Service vendors to identify, analyze and solve problems
- Effective management and delivery across all aspects of Customer Service operations, with focus on a high level of customer obsession; Sharing operational and quality best practice across the Amazon Customer Service network
- Responsible for KPI achievement and improvement, including the measures of performance, effectiveness, employee engagement and customer satisfaction
- Set up external partner goals aligned with the operational target and closely monitor external partner accordingly
- Drive creation of quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives
- Solve complex customer service issues and proactively prevent negative service trends, conduct root cause analysis and process standardization
- Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action, customer satisfaction, support personnel satisfaction and financial management
- On behalf of IT GO, assess projects for impact on GO operations, legal constraints and customer experience
- Ensure compliance to Amazon security standards and develop business continuity plans
- Project manage new implementations
- Conduct all business with the highest ethical and professional standards
- Manage special projects and other responsibilities as assigned
- Significant international travel required (roughly 25%)
We are open to hiring candidates to work out of one of the following locations:
Cagliari, CA, ITA
QUALIFICHE DI BASE
- Bachelor’s degree required
- 5+ years of managing call centers on a global scale, preferable in an outsourced environment with near & offshore locations
- Direct experience in Contact Center Operations (Customer Service, Sales, or Collections), ideally BPO
- Strong communication, reading comprehension, and writing skills
- Strong technical and analytical aptitude
- Demonstrated track record of conceptualizing and deploying new support models and/or customer engagement strategies
- Language proficiency – Italian and English required; French is plus
QUALIFICHE PREFERENZIALI
- MBA or graduate degree preferred
- COPC Coordinator Certification and Lean/Six Sigma experience are preferred
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
