Partner Performance Manager, CS Global Outsourcing

About the role

As a Partner Performance Manager you will drive partner success and operational excellence for Amazon's Customer Service outsourcing network. You will work closely with external vendors and internal Amazon teams to ensure compliance, improve processes, and enhance the customer experience.

Key responsibilities

• Develop and maintain strong relationships with stakeholders and Customer Service vendors.
• Manage delivery across all aspects of Customer Service operations with a focus on customer obsession.
• Share operational and quality best practices across the Amazon Customer Service network.
• Support contact‑center procurement activities, including vendor strategy, RFP administration, pricing and contract negotiation.
• Design and implement data‑privacy standards, governance, and compliance mechanisms.
• Ensure adherence to Amazon security standards and create business continuity plans.
• Project‑manage new implementations and roll up sleeves to get things done.
• Travel internationally up to 30% of the time.

Required profile

• Strong leadership experience in complex, regulated environments.
• Background in contact‑center operations and vendor management.
• Ability to multitask, make data‑backed decisions, and anticipate needs.
• Self‑motivated, initiative‑driven, and able to influence at all organizational levels.
• Fluent in speaking, reading, and writing Italian.

Required skills