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