SPS Service Delivery Manager
Cairo , EG
منذ 5 يوم


At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented and driven people.

If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.

Seller Support is seeking an experienced Middle East Partner Manager to join the EMEA Selling Partner Support team, to ensure our sellers have the best support experience possible, across a multi-partner network.

This position will manage a network of outsourcer partners supporting sellers on the amazon marketplace with accountability for daily operational delivery and strategy.

You will manage the partner relationship, drive operational excellence, negotiate contracts, and work together with internal Amazon teams to positively impact the seller experience.

The successful candidate will draw from previous work experience in contact center management, international vendor management, and corporate representation

to drive operational excellence.

Responsibilities include :

  • Daily and weekly operations and performance management
  • Leading and completing daily / weekly / monthly performance reviews with the relevant partner to drive and influence achievement of operational goals
  • Attending and participating in Quarterly Business Reviews with relevant partners
  • Managing the partner forecast headcount and volume requirements process, in line with contractual requirements
  • Supporting tactical day to day actions to achieve service level goals
  • Auditing and validating partner associate engagement with the amazon brand
  • Representation of the Partner network in internal business reviews
  • Supporting and validating monthly payment processes and invoices
  • Supporting the validation of risk and reward metrics for relevant payments
  • Detailed reporting and metrics analysis, enabling a detailed review of all operational performance metrics, and follow through of corrective actions to manage any variations to plan
  • Program and technical management
  • Operations process standardization
  • Sharing operational and quality best practices across the Amazon Seller Support network

    Basic Qualifications :

  • Bachelor's degree in business, economics, engineering or a related field
  • Minimum of 5 years’ experience in a call center environment, preferably in outsourced operational leadership.
  • In-depth knowledge of work force management systems and forecasting
  • Quality and performance management of outsource partners
  • Familiarity with an outsourcing environment
  • Demonstrated success in people leadership
  • Executive business presentations
  • Strong business analytics and leadership skills
  • Demonstrated negotiation skills of large, global contracts
  • Advanced skills in Microsoft Excel, PowerPoint and Word
  • Up to 30% domestic and international travel
  • Fluency in English and one additional language, either French, Italian or Spanish are essential

    Basic Qualifications :

  • Masters degree or equivalent experience
  • 10years+’ experience in a call center environment, preferably in outsourced operational leadership.
  • Fluency in English and Arabic
  • قدِّم طلب ترشيحك
    بريدي الالكتروني
    بالضغط على "واصل" ، أعطي موافقة نيوفو على معالجة بياناتي وإرسال تنبيهات إلي بالبريد الإلكتروني ، على النحو المفصل في سياسة خصوصية لـ نيوفو . يجوز لي سحب موافقتي أو إلغاء الاشتراك في أي وقت.
    استمارة الطلب