Sr Mgr, Vendor Management, Global Outsourcing

Amazon is seeking a senior-level leader to join its Global Outsourcing (GO) team within the Worldwide Customer Service organization. As a Senior Partner Manager for the Americas you will be responsible for delivering excellent customer experiences by managing outsourced partner relationships and driving operational excellence and compliance creating an Amazonian culture with external partners and implementing new programs while collaborating with internal Amazon teams to positively impact the customer experience. This is a high-impact high-visibility position that requires strong leadership skills to manage complex global operations ability to multitask make data-driven decisions and anticipate needs in a fast-paced high-stakes environment. You have strong commercial judgement and ability to build relationships drive improvement and influence without authority. You will act as an Amazon culture ambassador be flexible to take on additional responsibilities and help ensure effective relationships across Amazon teams and partners. A great sense of humor and a desire to work hard have fun and make history are key to succeeding in this role.

Key job responsibilities
Define future sourcing solutions aligned to business strategy considering labor models locations cost models risk and market trends
Define vendor and site strategy business requirements conduct location assessments RFP pricing/contract negotiations and contract administration
Negotiate and deliver favorable commercial outcomes identify opportunities to create additional value
Ensure vendors consistently deliver operational excellence excellent customer experience flexible capacity and compliance
Ensure compliance with standards (security legal financial code of conduct) and develop robust business continuity plans
Build and manage strong trusted relationships with vendors and stakeholders across the organization
Effectively manage and deliver all aspects of customer service operations with a high level of customer obsession
Share operational and quality best practices across the Amazon customer service network
Lead and develop a team of industry specialists encouraging participation ownership action customer/employee satisfaction and financial management
Demonstrate ownership and willingness to roll up your sleeves to get things done acting with the highest ethical and professional standards


- Experience in Account Management Sales Vendor Management Business Development E-Commerce Retail Consulting Business-to-Business (B2B) Sales Operations or Shared Service Operations
- Bachelors degree or above
- Experience working with customers with a passion for delivering exceptional service
- Experience with analytical tools and ability to dive deep into metrics and reporting
- Experience leading cross-functional projects and implementing strategic initiatives
- Experience with computer skills including proficiency in MS Office (Word Excel PowerPoint) or experience with Microsoft office tools like Word Excel Outlook and OneNote
- 10 years of relevant experience in customer service required working with BPO industry across multiple geographies
- Ability to think both strategically and tactically with strong attention to detail
- Significant international travel required (up to 30%)

- COPC Coordinator Certification and Lean/Six Sigma experience are preferred

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 160300.00 - 216800.00 USD annually