EU Partner Performance Manager

Job description

DESCRIPTION

Earth’s Most Customer Centric Company is seeking an experienced Customer Service Partner Performance Manager to join the Global Outsourcing team.

This position will drive operational excellence across a truly global network that deploys up to 15,000 Customer Service associates.

The successful candidate will draw from previous work experience in support delivery or contact center management and demonstrate the ability to build relationships, drive improvement, move quickly in a high-stakes, high-speed environment, and enjoys day-to-day operations.

The position will be based in Luxembourg or another Customer Service site in Europe.

As EU Partner Performance Manager, you will be responsible for driving operational excellence across our Customer Service vendor network, implementing new programs and collaborating with Amazon teams to positively impact customer experience.

This is your chance to work hard, have fun, and make history!
Responsibilities include:

Operations Management
Effectively manage operations to the highest standard of customer obsession, solve escalations, drive continuous improvement and share best practices:
· Daily and weekly operations review and KPI management. Acts a liaison with the quality team to manage the performance of partner sites.
· Conduct root cause analysis and Operation process standardization
· Detailed reporting and metrics preparation using Excel. Ad-hoc operational reports, status updates on a need basis and contribute to the development of reporting systems.
· Solve complex customer service issues and proactively prevent negative service trends.
· Escalates issues on a timely manner.

Stakeholder Management
Build strong, trusted relationships with vendors and stakeholders across different levels of the organization:
· Develop and maintain strong working relationships with employees at every level in the company and with external Customer Service vendors.
· Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction.
· Conduct all business with the highest ethical and professional standards, representing Amazon brand at all times.

Program Management
Manage projects and change initiatives incl. new implementations and site launches:
· Deployment of new operations and/or services within the customer case support network.
· Sharing operational and quality best practice across the Amazon Customer Service network.
· Manage special projects and other responsibilities as assigned.
· Drive compliance with standards related to Operational Execution, Security and Infrastructure.

PREFERRED QUALIFICATIONS

· MBA or Advanced Degree
· COPC Coordinator Certification
· Lean/Six Sigma experience
· Experience managing a global, remote teams
· Knowledge of the basics of Econometrics
· Ability and desire to relocate to take advantage of future growth opportunities
· Language proficiency on another European language
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.

Desired profile

BASIC QUALIFICATIONS

· A sincere passion and obsession for customers and people
· Bachelor's degree required
· 3+ years of relevant experience in Customer Service Outsourcing required
· Exceptional interpersonal and communication skills, both written and verbal in English language
· Strong technical and analytical aptitude
· Ability to think both strategically and tactically with strong attention to detail
· Demonstrated success in people leadership and project management
· Expert skills in Microsoft Office and communication tools
· A willingness to roll up sleeves to get it done
· Significant international travel required (up to 30%)