Outsourcing Program Manager
Job Description
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online by giving customers more of what they want – low prices, vast selection, and convenience. Within Amazon, the Selling Partner Support (SPS) organization’s goal is to enable resellers and brand owners of any size by helping them build the business they want. SPS acts as the primary interface between Amazon and our 1st and 3rd party business partners. We obsess over providing world-class support to merchants selling on the Amazon store on a worldwide scale. SPS strives to predict our Selling Partners’ needs before they recognize they may have a problem, create innovative self-help tools, and provide solutions to help our Selling Partners to better serve their customers.
We are seeking for a Senior Outsourcing Program Manager to join China SPS Outsourcing team. The candidate will report to the China Sr. Partner Leader and be responsible for providing business leadership and management of outsourcing partner site on behalf of SPS.
The Outsourcing Program Manager ensures Amazon Selling Partners have the best support experience possible across a multi-partner network. This position will also be accountable for daily operational delivery and strategy, including
Manage relationships with our outsourcing partners.
Build up required process and mechanisms in outsourcing sites with a standard operating model.
Facilitate business review and regular audit, support the governance and delivery of strategic plans.
Launch new site operations and new line of business for flexibility and business expansion, manage project implementation and engage with global stakeholders.
Continuously drive operation excellence initiatives and share best practices to the overall network.
Optimize outsourcing management blueprint, create a better engagement and collaboration model with outsourcing partners.
The role requires a very effective communicator with superior relationship building skills, operation and program management experience, and a passion for process and continuous improvement. The ideal candidate will need to understand the complexities of a high growth, fast-paced, high-performing and cross-functional organization, and can handle multiple, abstract projects while dealing with constant change and influencing outsourcing management team members and stakeholders. The candidate will also have a strong desire to achieve results, continuously raise the bar, and effectively manage time, priorities and deliverables. The effective candidate will draw from previous work experience in operation management or vendor management, and program management, working on a global scale, and corporate representation. Travel will be required.
Key job responsibilities
• Manage relationships with our outsourcing partners.
• Build up the outsourcing management framework with standard operating model and adhere to required process, mechanisms and service guidelines.
• Manage outsourcer performance and assess outsourcers for capabilities to deliver the desired Selling Partner experience.
• Implement outsourcing footprint strategy to increase outsourcer flexibility, manage new site and new line of business launch implementation.
• Work with Capacity Planning, Workforce Management team to manage outsourcing site forecast and delivery.
• Facilitate business review and conduct regular compliance audit and governance mechanisms.
• Mitigate risks through performance management, footprint, Capacity Planning, Workforce Management, and Risk and Compliance.
• Work with global stakeholders and cross teams to plan and execute innovative solutions and initiatives to outsourcing sites.
• Provides consulting and training support, value-added recommendations to enhance systems, programs, or resolve outsourcing partner issues while encouraging their teams to operate with a sense of independence and ownership.
• Continuously drive operation excellence initiatives, aimed at improving Selling Partner and associate experience, and reducing outsourcing partner pain points.
• Remain flexible to changing priorities, open to new ideas and have Selling Partner experience as the top focus.
We are open to hiring candidates to work out of one of the following locations:
Beijing, 11, CHN
Basic Qualifications
- • Language skills: Fluent English. Demonstrate effective, clear and professional written and oral English communication skills. • Graduate with Bachelor or advanced degree. • Proven experience in the business process outsource (BPO) industry. • PMP Certification, and/or Lean Six Sigma Certification. • Experience in large-scale operations 5+ years of operation or program management experience and demonstrated success. • Proven ability to plan and deliver innovative solutions to support customers and business operations. • Demonstrated ability to work in a cross-functional environment within all levels and organizational units, and able to work both on a global team and independently to deliver results. • Highly organized, and proven ability to complete high workload effectively to tight deadlines in a fast-paced environment. • Strong motivational and interpersonal skills, as well as intercultural skills. • Proven ability to lead others, even in a remote management environment. • Proven ability to represent company with external partners. • Flexibility to travel (international and regional), even on short notice, to partner sites if needed for several weeks in a row. • Willingness to adjust working hours as needed.
Preferred Qualifications
- MBA or advanced degree in business or finance. • Demonstrated people leadership and development success with large organizations.