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Sr Program Mgr Outsourcing

Sr Program Mgr Outsourcing

Job ID 
518627
Location 
IN-DL-Gurgaon
Posted Date 
22-05-2017
Company 
ADCI - Haryana
Recruiting Team 
..

Job Description

At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history. Seller Support is a seeking an experienced Regional Partner Manager (Region) to join the Outsourcing team to ensure Sellers have the best support experience possible across a multi-partner network. This position will also be accountable for daily operational delivery and strategy.
The successful candidate will draw from previous work experience in contact center management and international vendor management to ensure operations are run consistently and positively impact the seller experience. This position will be located in the supported region
Job duties include:
· Responsible for Daily, weekly and Quarterly operations metrics
· Responsible for outsource network across multiple locations
· Evaluate partner forecast and footprint process
· Escalation, change management, and corrective action
. Provide insights on voice of seller for program change management opportunities
. Liaise with the partner leadership for operationalizing program changes and launch new programs to improve partner performance
. Monitor and drive quality calibration of sites with Quality Program team
· Representation of regional partner network in business reviews
· Identify, lead and drive continuous improvement projects
· Validate monthly payment process
· Launch new site operations
· Audit sites and validate seller satisfaction
· Root cause analysis and corrective action plan for variances in operational performance
· Reduce seller escalations, associate errors and transfer rates from partner network

Basic Qualifications

Basic Qualifications
· Strong business analytics and leadership skills
· Detailed reporting and metrics preparation
· Program and technical management
· Operations process standardization
· Project management experience
· Scoping and launching new partner Seller Support sites to support our global business
· At least 7 years’ experience in a call center environment, preferably in outsourced operational leadership.
· Knowledge of work force management systems and forecasting
· Quality and performance management
· Familiarity with outsourcing environment
· Fluent in English and one regional language
· Executive business presentations
· Excellent skills in Microsoft Excel, PowerPoint, and Word
· Up to 30% travel

Preferred Qualifications

· Experience with LEAN and/or Six Sigma methodologies