Experienced Full Stack Vendor Manager – Amazon Customer Service

Are you a strategic leader with a passion for driving operational excellence and innovation in customer support? Do you thrive in a fast-paced, high-stakes environment where you can make a real impact on customer experience? If so, we want to hear from you! arenaflex, a global leader in customer-centric solutions, is seeking an exceptional Vendor Manager to join our Amazon Customer Service (CS) team within Global Outsourcing (GO).

About arenaflex

arenaflex is a trailblazer in the customer support industry, dedicated to delivering exceptional experiences to our customers. Our Amazon CS GO team manages a network of outsourced contact center vendors to provide CS front line support capacity, flexibility, and cost benefits while delivering exceptional experiences to arenaflex's customer base. We're a dynamic team of innovators, thinkers, and doers who are passionate about shaping the future of customer support.

Job Summary

As a Vendor Manager, you will be responsible for leading external vendor relationships, driving operational excellence and innovation, and collaborating with other arenaflex teams to positively impact customer experience. You will draw from your experience in Business Process Outsourcing (BPO) account management, contact center key performance indicators, and corporate leadership roles to manage relationships, think strategically, drive process improvements, and make data-backed decisions in a high-stakes, high-speed environment.

Key Responsibilities

* Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service delivery

• Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction
• Assist with defining long-term vendor strategy
• Identify, develop, and optimize organization processes, playbooks, or tools
• Deep dive inefficiencies; drive improvement through scalable mechanisms
• Triage issues, owning resolution, root cause analysis, and corrective action plans

A Day in the Life

As a Vendor Manager at arenaflex, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences. You will work closely with our vendors to ensure that they are meeting the highest standards of performance and customer satisfaction. You will also collaborate with other arenaflex teams to drive operational excellence and innovation, and to identify opportunities for process improvements.

What We Offer

* A competitive salary and benefits package, including medical, dental, and vision coverage, maternity and parental leave options, paid time off (PTO), and a 401(k) plan

• Opportunities for career growth and professional development, including training and education programs
• A dynamic and inclusive work environment that values diversity, equity, and inclusion
• A chance to work with a global leader in customer-centric solutions and make a real impact on customer experience

Basic Qualifications

* Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions

• Experience analyzing data and best practices to assess performance drivers
• Bachelor's degree or equivalent experience required
• 4+ years of relevant BPO customer service management experience
• Experience driving projects to completion using change management or project management frameworks

Preferred Qualifications

* MBA

• Lean/Six Sigma experience

What We're Looking For

* A strategic leader with a passion for driving operational excellence and innovation in customer support

• Excellent communication and collaboration skills, with the ability to build strong relationships with stakeholders across the organization
• Strong analytical and problem-solving skills, with the ability to analyze data and best practices to assess performance drivers
• Experience working in a fast-paced, high-stakes environment, with the ability to make data-backed decisions and drive process improvements
• A commitment to delivering exceptional customer experiences and a passion for shaping the future of customer support

How to Apply

If you're a strategic leader with a passion for driving operational excellence and innovation in customer support, we want to hear from you! Please submit your application today, and join our team of innovators, thinkers, and doers who are shaping the future of customer support. Apply To This Job

Don't Hesitate, Apply!

We value a great attitude and a willingness to learn above all. Don't worry if you don't meet every single requirement. Submit your application today, and join our team of innovators, thinkers, and doers who are shaping the future of customer support. Apply for this job