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Vendor Performance Associate


London, United Kingdom


The Role
The International Vendor Management Associate is responsible for the operational direction, coordination, quality, productivity and delivery of Customer Care Operations supported by Audible’s Partners/Vendors. They are the primary contact between the business owners and our vendors. They will manage the operational performance, relationship, and drive excellence across the network in order to positively impact customer experience. The successful candidate will draw from a previous experience in performance management. They will be experienced in analysing data and processes in order to enhance the customer experience.

About Audible
Audible is a subsidiary of Amazon and is the largest producer of digital audiobooks in the world, serving millions of customers. At Audible we love storytelling. We believe in the power of voice to entertain, educate and enrich. We create platforms for storytellers to turn words into experiences that inspire listeners to feel, think, or act. Audible takes Customer Care to a new level. We are dedicated to creating unforgettable experiences and placing the customer at the centre of our processes.

Key Responsibilities
· Manage end-to-end vendor operations and performance to proactively prevent negative service trends and ensure marketplace KPIs are met.
· Lead regular scheduled review meetings with contracted partner operations teams to discuss performance against metrics (i.e. Repeat Contact Rate, Customer Satisfaction, First Call Resolution) and compliance to Care processes.
· Act as the liaison between the contracted partner and Care Global Support Functional teams to drive the appropriate behaviors or improvements i.e. Quality Assurance, Training and Knowledge Management.
· Work with Care Analytics to gain clear understanding of metric results and provide clear concise verbal/written vendor performance reports or action plans to the partner sites.
· Serve as escalation point for timely contact center issue resolution and risk mitigation plans.
· Partner with Care Program Management on new marketplace implementation best practices and the Process Improvement (ACES) Team to create a standard operating mechanism for internal and third party vendors (strategy, execution, financial reconciliation, etc.)
· Effectively partner and build productive working relationships with peers, leadership, and other cross functional groups.
· Ensure Operating Procedures are highly customer focused, operationally efficient and cost effective.
· 20% domestic and international travel.


Basic Qualifications · Proven experience in managing contact center relationships, including far shore.
· Excellent interpersonal, written, and oral communication skills
· Strong business acumen, collaborative partnering skills, and project management experience.
· Ability to influence internal and external Partners/Leaders.
· Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment.
· Good understanding of data analytics and use of business intelligence to enhance customer experience.
· Cultural awareness and flexibility to work with global teams.
· Demonstrated experience in operational tasks, such as collecting VOC, escalation, trouble shooting, knowledge management and action plan development.
· Leadership/Management experience.

· Strong analytical and Business Intelligence background, including SQL.
· Strong record of achievement in applying a customer mindset to shape solutions and approaches to drive change/achieve business goals


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