Earth’s Most Customer Centric Company is seeking an all-star leader to join our Global Outsourcing (GO) team within the WW Customer Service organization. As a GO Vendor Manager, you will be responsible for developing and managing our Amazon outsourced network, cultivating operational excellence and enhancing our overall governance across customer experience, training and commercial delivery. This is a high-impact, high-visibility position that interacts with a diverse group of stakeholders and requires a self-directed individual with strong attention to detail and great organizational skills. There is a heavy focus on process inspection, data analytics and continuous improvement.

Key job responsibilities
• Managing third party relationship from sourcing through to negotiating terms and managing operational delivery.
• Deliver strong governance and inspection frameworks across third party vendor commercials, customer experience outcomes and business planning cycles.
• Leverage available data sources (customer feedback surveys, contact transcripts, operations performance data, etc.) to monitor existing metrics, develop and propose new metrics and generate innovative ways to analyze, evaluate and measure vendor performance. Collaborate with Analytics Teams on generation of reports & dashboards to aid better insights and analytics.
• Support the overall commercial compliance initiatives by working with the GO team to develop, compile and distribute standardized procedures in accordance to Amazon policies, procedures and philosophy.
• Develop a comprehensive ‘Partner Review & Governance Program’ to drive performance and determine specific opportunities across the GO sites.
• Provide clear insight into performance drivers and the levers which impact performance (data analytics, regression analysis, root cause analysis and development of corrective actions).
• Facilitate Knowledge sharing & benchmarking among vendors to draw upon best practices and thereby harness the power of the Network, to boost synergy & expertise.