Associate Vendor Manager, Japan Global Outsourcing

DESCRIPTION

Job summary
Earth’s Most Customer Centric Company is seeking exceptionally talented candidate to join our Global Outsourcing team within WW Customer Service. As an Associate Vendor Manager you will be responsible for implementing new programs, cultivating operational excellence and partnering with Amazon teams to positively impact customer experience.
This is a high-impact, high-visibility position that interacts with a broad range of stakeholders and requires a superior self-directed individual with strong attention to detail and great organizational skills. The successful candidate will draw from previous work experience in contact center operations the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations and events that require quick response or turnaround. They are passionate about delivering wow customer experiences, passionate about solutions, and love getting in the weeds on any and all issues.

Key job responsibilities
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
• 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 internal and with external stakeholders
• Demonstrate a management style that encourages participation and ownership, along with a continuous focus on action and customer satisfaction
• Conducts 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
• Sharing operational and quality best practice across the Amazon Customer Service network.
• Manage special projects as assigned.
• Drive compliance with standards related to Operational Execution, Security and Infrastructure

Significant domestic travel required (roughly 25%)

BASIC QUALIFICATIONS

Bachelor’s degree
3-5 years of relevant experience in Customer Service
A sincere passion and obsession for customers and people with a willingness to roll up sleeves to get it done
Exceptional interpersonal and communication skills, both written and verbal in Japanese and English language
Record of accomplishment of taking ownership and driving results
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 Excel and Word

PREFERRED QUALIFICATIONS

MBA or Advanced Degree
Lean/Six Sigma experience
Demonstrated project management success
Experience managing global, remote teams
BPO experience

Please check the website below for measures to eliminate unwanted second-hand smoking in each facility:
https://www.amazon.jobs/en/landing_pages/passivesmoking
就業の場所における受動喫煙を防止するための措置に関する事項については、下記リンク先をご覧ください。
https://www.amazon.jobs/jp/landing_pages/passivesmoking

The salary information will be provided individually prior to the 1st interview.
賃金に関する条件は、1回目の面接時までに個別に通知します。