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
- Bachelor's 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 https://amazon.jobs/en/benefits
USA, WA, Seattle - 160,300.00 - 216,800.00 USD annually
Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.
Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world.
Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind.
You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.
