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Customer Service Vendor Manager

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{"h1": "Vendor Manager, Customer Service", "p": "At Amazon, we're seeking a talented individual to join our WW Customer Service (CS) team within Global Outsourcing (GO). As a Vendor Manager, you'll play a critical role in shaping the future of customer support by managing external vendor relationships, driving operational excellence, and collaborating with other Amazon teams to positively impact customer experience.", "h2": "Key Responsibilities", "ol": [{"li": "Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service delivery."}, {"li": "Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction; impact multiple teams' goals."}, {"li": "Assist with defining long-term vendor strategy."}, {"li": "Identify, develop and optimize org processes, playbooks, or tools."}, {"li": "Deep dive inefficiencies; drive improvement through scalable mechanisms."}, {"li": "Triage issues, owning resolution, root cause analysis, and corrective action plans."}], "h2": "Requirements", "ul": [{"li": "Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions."}, {"li": "Experience analyzing data and best practices to assess performance drivers."}, {"li": "6+ years of relevant BPO customer service management experience."}, {"li": "Significant domestic and international travel required (roughly 25%)."}, {"li": "Bachelor's degree or equivalent experience required."}, {"li": "Exceptional interpersonal and communication skills, both written and verbal in Portuguese and English language."}, {"li": "MBA."}, {"li": "Lean/Six Sigma experience."}], "h2": "What We Offer", "ul": [{"li": "Medical, Dental, and Vision Coverage."}, {"li": "Maternity and Parental Leave Options."}, {"li": "Paid Time Off (PTO)."}, {"li": "401(k) Plan."}]