Senior Manager – Remote Jobs Houston

Job Type: Senior Manager from home
Location: Houston work from home
Company: Amazon

Responsibilities:

• Lead the development of the Vendor Performance operational strategy, identifying and documenting best practices for operational success. Manage external teams to execute processes aligned with the strategy.
• Collaborate with internal groups and stakeholders to understand workflow requirements, expectations, key performance indicators, and agent skills. Design optimal systems to support Vendor Performance operations.
• Monitor relevant vendor reporting to identify opportunities to optimize coverage patterns and maximize resource value.
• Supervise vendor workflow launches, oversee training execution, and ensure appropriate escalation routing while tracking progress until resolution.
• Manage the overall performance of operational vendors, including resource allocation, service level agreements, and key performance indicators in partnership with stakeholders.
• Analyze pain points related to outsourced operational issues and implement standardized solutions in areas with the greatest impact. Actively communicate feedback, challenges, roadblocks, and insights effectively and concisely to relevant stakeholders and cross-functional partners.
• Oversee vendor relationship management activities, including leading and preparing documentation for regular business reviews (WBRs/MBRs/QBRs) with stakeholders and vendor teams. Manage the onboarding and offboarding of new vendors and track all purchase orders related to vendors.

Requirements:

Basic Qualifications:

• B.A. or B.S. degree.
• 5+ years of vendor management experience.
• Experience in operations, working with global teams, multinational vendors, and BPOs.
• Experience in operational management and stakeholder management.
• Experience in influencing and driving change within an organization.
• Excellent verbal and written communication skills.
• Experience working in Customer Experience and/or Trust & Safety organizations.