Vendor Manager - Kuiper, Amazon Customer Service - job 1 of 2

Description

Project Kuiper is an initiative to increase global broadband access through a constellation of over 3,000 satellites in low Earth orbit. Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Project Kuiper will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

We are seeking a leader to join our Global Outsourcing (GO) team within Amazon's Customer Service (CS) organization. As a Vendor Operations Manager for Kuiper, you will own and be responsible for first line consumer CS operations globally, with a focus on building and operationally stabilizing a robust global network that can scale. You will be responsible for delivering excellent customer experiences within budget by managing the GO partner relationships and driving operational excellence and compliance. You will support the implementation of new programs with external BPO partners and collaborate with internal Amazon teams to enhance the customer experience. You will demonstrate strong commercial judgement as well as the ability to build relationships, drive improvement, and influence without authority. You will act as an Amazon culture ambassador, be flexible to take on additional responsibilities, and help ensure effective relationships across Amazon teams and partners. You must excel at multitasking, making decisions based on data, and anticipating needs in a fast-paced, high-stakes environment.

This is a high-impact, high-visibility position that requires strong leadership skills to manage complex, technical worldwide operations. This role will require significant international travel (up to 30%).

THIS ROLE IS ALSO AVAILABLE IN LONDON, U.K.

Key job responsibilities
Strategic Operations Leadership:
- Build and lead the global outsourced operations network
- Define and execute sourcing strategies, aligned with business goals
- Drive operational excellence, defect reduction and compliance with Amazon’s standards across all regions
- Develop and implement robust business continuity plans, including plans to deliver flexible capacity

Innovation & Customer Experience:
- Maintain exceptional customer experience standards, drive continuous improvement and contribute to defect reduction efforts
- Share and implement best practices across the network
- Stay up to date on and lead technological innovation initiatives to enhance service delivery
- Drive continuous operational improvements through data-driven solutions

Commercial Excellence:
- Negotiate and manage vendor relationships and commercial outcomes
- Contribute to procurement processes and contract administration
- Drive customer satisfaction while managing financial objectives
- Drive compliance with Amazon’s and other standards (security, legal, financial, code of conduct)


A day in the life
A typical day for the Kuiper CS Vendor Operations Manager involves monitoring CS operations across multiple time zones. You'll split your time between strategic activities (such as CS network planning, capacity planning, reviews, and technology implementation projects) and tactical needs (such as real-time service issues and stakeholder communications). Throughout the day, you'll collaborate with BPO partners and cross-functional teams to drive operational excellence, lead continuous improvement initiatives, and ensure high-quality customer support for Kuiper's satellite broadband service. You'll analyze performance metrics, optimize costs, and make data-driven decisions while maintaining strong relationships with both internal and external partners. The role requires balancing immediate operational demands with long-term strategic planning, all while ensuring exceptional customer experience standards are met across the global network.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

Basic Qualifications

- Experience in global contract negotiation
- 7+ years of relevant experience in customer service operations required (service delivery, vendor management), working across multiple geographies
- Experience owning strategy and end to end implementation
- Experience working cross functionally with tech and non-tech teams
- Bachelor's Degree

Preferred Qualifications

- MBA or graduate degree
- 5+ years of experience leading highly technical customer service operations
- COPC Coordinator Certification
- Lean/Six Sigma experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $110,200/year in our lowest geographic market up to $182,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.