Manager - Partner Performance
Posted date [2026-07-23]
(ID: 48537)
 |
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Job Description and Requirements
Manager - Partner PerformanceJob Snapshot
Role: Manager - Partner Performance
Location: Dubai, United Arab Emirates
Industry: Outsourcing-Offshoring
Function: Customer Support-Client Care
Experience: Relevant experience in contact center operations, vendor management, performance analysis, or customer service
Job Type: Full-time
Position Overview
Manager - Partner Performance in Dubai, United Arab Emirates is an Outsourcing-Offshoring opportunity responsible for strengthening the performance, compliance, and service quality of Amazon\'s external Customer Service partners. The role will manage vendor relationships, analyze operational results, support contact center procurement, implement governance mechanisms, and introduce programs that improve customer experience.
The successful candidate will combine contact center expertise, commercial judgment, regulatory awareness, and data-driven decision-making. Fluency in Italian is mandatory because the role will communicate with Italian-speaking stakeholders and support partner operations serving relevant customer groups.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Outsourcing-Offshoring
Function: Customer Support-Client Care
Salary: 25000-36000
Estimated salary range
based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Manager - Partner Performance will oversee external Customer Service vendors that deliver contact center support on behalf of Amazon. The position will help partners achieve operational targets, maintain legal and security compliance, adopt Amazon working principles, and provide dependable service to customers.
The manager will work with internal Amazon teams and external vendor leaders to identify performance barriers, improve quality, implement new programs, and resolve complex operational issues. The role also supports procurement activities, contract negotiations, data privacy controls, business continuity planning, and new contact center implementations.
Key Responsibilities
* Build and maintain productive relationships with Amazon stakeholders and external Customer Service vendors.
* Serve as a primary operational contact for assigned contact center partners.
* Establish clear expectations for customer experience, service quality, productivity, compliance, and operational performance.
* Review vendor results and identify trends affecting customer satisfaction, quality, contact handling, staffing, and service delivery.
* Analyze operational data and industry practices to determine the main drivers of partner performance.
* Develop improvement plans for underperforming vendors and monitor progress against agreed actions.
* Share effective operating and quality practices across Amazon\'s Customer Service network.
* Encourage external partners to adopt Amazon\'s customer-focused culture and operating principles.
* Lead the implementation of new Customer Service programs, standards, and operating mechanisms.
* Coordinate with internal teams to ensure new initiatives are introduced consistently across partner operations.
* Support contact center procurement strategy and vendor-selection activities.
* Define business requirements for new outsourced Customer Service operations.
* Participate in potential location assessments for contact center services.
* Support request for proposal development, administration, evaluation, and vendor clarification.
* Contribute to pricing discussions, commercial negotiations, and contract development.
* Assess vendor capability, scalability, operational resilience, security, and service quality.
* Develop governance mechanisms aligned with European Union and global data privacy regulations.
* Simplify complex compliance processes while maintaining customer experience, security, and regulatory requirements.
* Ensure vendor operations comply with Amazon information security and data-handling standards.
* Coordinate compliance reviews and follow up on identified control weaknesses.
* Develop and maintain business continuity plans for outsourced Customer Service operations.
* Test continuity arrangements and ensure vendors can respond to operational disruptions.
* Project manage new vendor implementations, site launches, system changes, and service transitions.
* Coordinate actions across operations, procurement, security, legal, compliance, technology, and vendor teams.
* Prepare regular updates covering partner performance, compliance, risks, projects, and corrective actions.
* Present data-backed recommendations to senior stakeholders and vendor leadership.
* Take direct ownership of urgent operational issues and support hands-on resolution when necessary.
* Travel internationally for approximately 30 percent of working time to support vendors, implementations, audits, and stakeholder engagements.
Ideal Profile
* Bachelor\'s degree in management, business administration, economics, engineering, marketing, or a related discipline.
* Fluent written, spoken, and reading ability in Italian is mandatory.
* Strong professional English communication skills are required.
* Experience in contact center operations, outsourced Customer Service, vendor management, or partner performance.
* Demonstrated ability to analyze data and identify the main drivers of operational performance.
* Strong understanding of customer service quality, productivity, workforce, and compliance indicators.
* Experience working in client-facing or vendor-facing roles is preferred.
* Strong relationship-management and commercial-negotiation capabilities.
* Experience managing complex operations in highly regulated environments.
* Ability to interpret legal, security, privacy, and compliance requirements.
* Experience supporting procurement, requests for proposal, pricing, or contract negotiations is advantageous.
* Familiarity with European Union and international data privacy requirements is beneficial.
* Ability to develop governance mechanisms, operational standards, and business continuity plans.
* Strong project-management skills with experience leading implementations or service transitions.
* Ability to aggregate and analyze internal and external performance metrics.
* Strong business judgment and confidence making decisions in high-speed, high-impact situations.
* Excellent organization and attention to detail.
* Ability to influence stakeholders across different teams, companies, and levels of seniority.
* Willingness and ability to travel internationally for approximately 30 percent of the role.
Skills Set
* Partner performance management
* Contact center operations
* Customer service operations
* Vendor management
* Outsourced customer support
* Customer experience
* Service quality management
* Operational performance
* Performance metrics
* Data analysis
* Root-cause analysis
* Corrective action planning
* Relationship management
* Contract negotiation
* Contact center procurement
* Vendor strategy
* Business requirement scoping
* Location assessments
* Request for proposal
* Pricing negotiation
* Data privacy
* Regulatory compliance
* Information security
* Governance mechanisms
* Business continuity planning
* New vendor implementation
* Project management
* Stakeholder management
* Italian language
* International operations
Why Join Us
This role offers the opportunity to influence the quality and reliability of Amazon Customer Service delivered through external partners. The manager will shape vendor strategy, operational standards, data privacy controls, business continuity, and programs that directly affect customer trust and service outcomes.
The position provides broad exposure to international contact center operations, procurement, compliance, partner negotiations, and senior stakeholder management. It is well suited to an Italian-speaking professional seeking visible responsibility and long-term development within Amazon\'s global Customer Service network.
About the Company
Amazon is a global technology, e-commerce, logistics, and digital-services company serving customers through online marketplaces and international Customer Service operations. Amazon works with specialized external partners to provide responsive customer support while maintaining rigorous standards for quality, data protection, security, compliance, and operational continuity.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
The Manager - Partner Performance will oversee external Customer Service vendors that deliver contact center support on behalf of Amazon. The position will help partners achieve operational targets, maintain legal and security compliance, adopt Amazon working principles, and provide dependable service to customers.
The manager will work with internal Amazon teams and external vendor leaders to identify performance barriers, improve quality, implement new programs, and resolve complex operational issues. The role also supports procurement activities, contract negotiations, data privacy controls, business continuity planning, and new contact center implementations.
Key Responsibilities
* Build and maintain productive relationships with Amazon stakeholders and external Customer Service vendors.
* Serve as a primary operational contact for assigned contact center partners.
* Establish clear expectations for customer experience, service quality, productivity, compliance, and operational performance.
* Review vendor results and identify trends affecting customer satisfaction, quality, contact handling, staffing, and service delivery.
* Analyze operational data and industry practices to determine the main drivers of partner performance.
* Develop improvement plans for underperforming vendors and monitor progress against agreed actions.
* Share effective operating and quality practices across Amazon\'s Customer Service network.
* Encourage external partners to adopt Amazon\'s customer-focused culture and operating principles.
* Lead the implementation of new Customer Service programs, standards, and operating mechanisms.
* Coordinate with internal teams to ensure new initiatives are introduced consistently across partner operations.
* Support contact center procurement strategy and vendor-selection activities.
* Define business requirements for new outsourced Customer Service operations.
* Participate in potential location assessments for contact center services.
* Support request for proposal development, administration, evaluation, and vendor clarification.
* Contribute to pricing discussions, commercial negotiations, and contract development.
* Assess vendor capability, scalability, operational resilience, security, and service quality.
* Develop governance mechanisms aligned with European Union and global data privacy regulations.
* Simplify complex compliance processes while maintaining customer experience, security, and regulatory requirements.
* Ensure vendor operations comply with Amazon information security and data-handling standards.
* Coordinate compliance reviews and follow up on identified control weaknesses.
* Develop and maintain business continuity plans for outsourced Customer Service operations.
* Test continuity arrangements and ensure vendors can respond to operational disruptions.
* Project manage new vendor implementations, site launches, system changes, and service transitions.
* Coordinate actions across operations, procurement, security, legal, compliance, technology, and vendor teams.
* Prepare regular updates covering partner performance, compliance, risks, projects, and corrective actions.
* Present data-backed recommendations to senior stakeholders and vendor leadership.
* Take direct ownership of urgent operational issues and support hands-on resolution when necessary.
* Travel internationally for approximately 30 percent of working time to support vendors, implementations, audits, and stakeholder engagements.
Ideal Profile
* Bachelor\'s degree in management, business administration, economics, engineering, marketing, or a related discipline.
* Fluent written, spoken, and reading ability in Italian is mandatory.
* Strong professional English communication skills are required.
* Experience in contact center operations, outsourced Customer Service, vendor management, or partner performance.
* Demonstrated ability to analyze data and identify the main drivers of operational performance.
* Strong understanding of customer service quality, productivity, workforce, and compliance indicators.
* Experience working in client-facing or vendor-facing roles is preferred.
* Strong relationship-management and commercial-negotiation capabilities.
* Experience managing complex operations in highly regulated environments.
* Ability to interpret legal, security, privacy, and compliance requirements.
* Experience supporting procurement, requests for proposal, pricing, or contract negotiations is advantageous.
* Familiarity with European Union and international data privacy requirements is beneficial.
* Ability to develop governance mechanisms, operational standards, and business continuity plans.
* Strong project-management skills with experience leading implementations or service transitions.
* Ability to aggregate and analyze internal and external performance metrics.
* Strong business judgment and confidence making decisions in high-speed, high-impact situations.
* Excellent organization and attention to detail.
* Ability to influence stakeholders across different teams, companies, and levels of seniority.
* Willingness and ability to travel internationally for approximately 30 percent of the role.
Skills Set
* Partner performance management
* Contact center operations
* Customer service operations
* Vendor management
* Outsourced customer support
* Customer experience
* Service quality management
* Operational performance
* Performance metrics
* Data analysis
* Root-cause analysis
* Corrective action planning
* Relationship management
* Contract negotiation
* Contact center procurement
* Vendor strategy
* Business requirement scoping
* Location assessments
* Request for proposal
* Pricing negotiation
* Data privacy
* Regulatory compliance
* Information security
* Governance mechanisms
* Business continuity planning
* New vendor implementation
* Project management
* Stakeholder management
* Italian language
* International operations
Why Join Us
This role offers the opportunity to influence the quality and reliability of Amazon Customer Service delivered through external partners. The manager will shape vendor strategy, operational standards, data privacy controls, business continuity, and programs that directly affect customer trust and service outcomes.
The position provides broad exposure to international contact center operations, procurement, compliance, partner negotiations, and senior stakeholder management. It is well suited to an Italian-speaking professional seeking visible responsibility and long-term development within Amazon\'s global Customer Service network.
About the Company
Amazon is a global technology, e-commerce, logistics, and digital-services company serving customers through online marketplaces and international Customer Service operations. Amazon works with specialized external partners to provide responsive customer support while maintaining rigorous standards for quality, data protection, security, compliance, and operational continuity.
