Outsourcing Program Manager

You will need to login before you can apply for a job. Employer: Amazon Location: Pasay City, National Capital Region, Philippines Salary: Competitive Closing date: 1 Mar 2025 Sector: Project and Program Management Role: Manager Contract Type: Permanent Hours: Full Time

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. We are seeking a Senior Outsourcing Program Manager to join the China SPS Outsourcing team. The candidate will report to the China Sr. Partner Leader and be responsible for providing business leadership and management of the 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:

1. Manage relationships with our outsourcing partners.
2. Build up required processes and mechanisms in outsourcing sites with a standard operating model.
3. Facilitate business reviews and regular audits, support the governance and delivery of strategic plans.
4. Launch new site operations and new lines of business for flexibility and business expansion, manage project implementation and engage with global stakeholders.
5. Continuously drive operational excellence initiatives and share best practices across the overall network.
6. Optimize the outsourcing management blueprint, creating a better engagement and collaboration model with outsourcing partners.

The role requires a very effective communicator with superior relationship-building skills, operational 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

1. Manage relationships with our outsourcing partners.
2. Build up the outsourcing management framework with a standard operating model and adhere to required processes, mechanisms, and service guidelines.
3. Manage outsourcer performance and assess outsourcers for capabilities to deliver the desired Selling Partner experience.
4. Implement outsourcing footprint strategy to increase outsourcer flexibility, manage new site and new line of business launch implementation.
5. Work with Capacity Planning and Workforce Management teams to manage outsourcing site forecast and delivery.
6. Facilitate business reviews and conduct regular compliance audits and governance mechanisms.
7. Mitigate risks through performance management, footprint, Capacity Planning, Workforce Management, and Risk and Compliance.
8. Work with global stakeholders and cross teams to plan and execute innovative solutions and initiatives for outsourcing sites.
9. Provide 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.
10. Continuously drive operational excellence initiatives, aimed at improving Selling Partner and associate experience, and reducing outsourcing partner pain points.
11. Remain flexible to changing priorities, open to new ideas, and have Selling Partner experience as the top focus.

BASIC QUALIFICATIONS

1. Language skills: Fluent English. Demonstrate effective, clear, and professional written and oral English communication skills.
2. Graduate with Bachelor or advanced degree.
3. Proven experience in the business process outsource (BPO) industry.
4. PMP Certification, and/or Lean Six Sigma Certification.
5. Experience in large-scale operations 5+ years of operation or program management experience and demonstrated success.
6. Proven ability to plan and deliver innovative solutions to support customers and business operations.
7. 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.
8. Highly organized, with proven ability to complete high workload effectively to tight deadlines in a fast-paced environment.
9. Strong motivational and interpersonal skills, as well as intercultural skills.
10. Proven ability to lead others, even in a remote management environment.
11. Proven ability to represent the company with external partners.
12. Flexibility to travel (international and regional), even on short notice, to partner sites if needed for several weeks in a row.
13. Willingness to adjust working hours as needed.

PREFERRED QUALIFICATIONS

1. MBA or advanced degree in business or finance.
2. Demonstrated people leadership and development success with large organizations.

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 this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company

Learn more about this company Visit this company’s hub to learn about their values, culture, and latest jobs. Create a job alert and receive personalized job recommendations straight to your inbox. #J-18808-Ljbffr