Vendor Manager, Customer Service Global Outsourcing

Overview

In this role you drive partner success and operational excellence while upholding compliance and an exceptional customer experience. You will collaborate across internal teams and external customer service vendors to scale programs and safeguard customer trust. You’ll tackle complex operations in a regulated, dynamic environment, using data to inform decisions and influence across the organization. This high-visibility position offers the chance to impact how vendors and Amazon work together to serve customers.

Responsibilities

• Build and maintain relationships with stakeholders at all levels and with Customer Service vendors to identify and solve problems
• Oversee end-to-end Customer Service operations with a strong focus on customer obsession and share best practices across the Amazon CS network
• Support contact center procurement activities, including vendor strategy, scoping requirements, location assessments, RFP administration, pricing, and contract negotiation
• Develop and implement governance around EU and global data privacy regulations to optimize customer experience, security, and compliance
• Ensure compliance with Amazon security standards and develop business continuity plans; project-manage new implementations
• Demonstrate ownership and a hands-on, rollout-from-the-frontline work ethic
• Extensive international travel required (approximately 30%)

Key requirements

• Bachelor’s degree in management, business administration, economics, engineering, or marketing
• Experience analyzing data and best practices to assess performance drivers
• Experience in client or vendor-facing roles with relationship management and negotiation skills
• Fluent in Italian (spoken, written, and reading)

• leadership
• relationship management
• strong communication
• data analysis
• vendor management
• contract negotiation

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