Job Information
Amazon Partner Performance Manager, CS Global Outsourcing in Luxembourg, Luxembourg
Description
As a Partner Performance Manager you will be responsible for driving partner success and operational excellence, compliance, creating an Amazonian culture with external partners, implementing new programs and collaborating with Amazon internal teams to positively impact customer experience. 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 has strong leadership skills to manage complex operations in an environment with complex legal regulation. They will draw from previous work experience in contact center operations, possess the ability to multitask, are 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.
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
• Support contact center procurement activities including vendor strategy, business requirement scoping, location assessments, request for proposal administration, and pricing and contract negotiation
• Based on EU and global data privacy regulation, develop and implement standards, mechanisms and create governance to simplify complex processes and optimize for customer experience, security, and compliance aspects
• Ensure compliance to Amazon security standards and develop business continuity plans and project manage new implementations
• Demonstrate outstanding ownership, not shying away from rolling up your sleeves to get things done
• Significant international travel required (roughly 30%)
Basic Qualifications
• Bachelor’s degree required
• Experience in managing call centers on a global scale, ideally in an outsourced environment with a global footprint and experience managing common applicable regulation around data privacy, co-employment and workers councils
• Strong technical and analytical aptitude and proven experience in using data and metrics to determine and drive improvements
• Experience owning project strategy, end to end implementation, working cross functionally with tech and non-tech teams, and communicating results to senior leadership
• Strong communication, reading comprehension, and writing skills; Languages required: English and French or Italian or German
Preferred Qualifications
• MBA or graduate degree preferred
• COPC Coordinator Certification and Lean/Six Sigma experience are preferred
• SQL skills and knowledge of data warehouse architecture
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.