Vendor Manager, Customer Service Global Outsourcing

Overview

In this role you drive partner success, ensure operational excellence, and uphold compliance while nurturing an external-vendor culture aligned with Amazon’s customer-centric mission. You will collaborate with internal teams to implement programs that improve customer experience and governance across global operations. The position requires leadership, strategic thinking, and the ability to navigate regulatory complexity in a fast-paced environment. You will shape vendor partnerships and programs with a hands-on, impact-focused mindset.

Responsibilities

• Build and maintain relationships with stakeholders at all levels and with Customer Service vendors to identify and solve problems
• Oversee and optimize Customer Service operations with a strong focus on customer obsession and sharing best practices across the network
• Support procurement activities including vendor strategy, requirements scoping, location assessments, RFP administration, pricing and contract negotiation
• Develop and implement data privacy governance and standards to simplify processes while optimizing customer experience, security, and compliance
• Ensure compliance with Amazon security standards and lead business continuity planning and new implementations
• Demonstrate ownership and a hands-on, can-do attitude
• Travel internationally about 30% of the time

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
• Fluency in Italian (speak, write, read)
• Experience in contact center operations or similar environments and ability to multitask

• Strong leadership and influencing abilities
• Self-motivated with initiative
• Attention to detail and organizational skills
• Data analysis and interpretation
• Procurement and contract negotiation
• Vendor management and relationship management

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