Partner Performance Manager - Customer Service
Posted date [2026-08-21]
(ID: 49953)
 |
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Job Description and Requirements
Partner Performance Manager - Customer ServiceJob Snapshot
Role: Partner Performance Manager - Customer Service
Location: Dubai, United Arab Emirates
Industry: Outsourcing-Offshoring
Function: Supplier Management-Vendor Management
Experience: Experience in customer service operations, vendor management, data analysis, and performance improvement
Job Type: Full-time
Position Overview
Partner Performance Manager - Customer Service in Dubai, United Arab Emirates is an Outsourcing-Offshoring opportunity focused on strengthening Amazon\'s external customer service partner network, operational performance, regulatory compliance, vendor governance, and customer experience. Amazon is hiring a multilingual partner management professional to improve contact center operations, lead vendor relationships, support procurement activities, and implement scalable standards across complex international service environments.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: Outsourcing-Offshoring
Function: Supplier Management-Vendor Management
Salary: 24000-36000
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
Partner Performance Manager will oversee important relationships with external Customer Service providers and help ensure their operations consistently meet Amazon expectations for service quality, security, compliance, efficiency, and customer experience.
The role combines operational management, vendor governance, procurement support, performance analysis, regulatory oversight, and implementation of new programs. The manager will work closely with internal Amazon teams and external contact center partners to identify performance gaps, strengthen operating practices, and create mechanisms that support consistent service delivery.
Operating across markets with complex legal and data privacy requirements also requires strong judgment. The position will help translate regulatory expectations into practical governance standards while protecting customer information, business continuity, and operational resilience.
Key Responsibilities
* Build and maintain effective working relationships with Amazon stakeholders and external Customer Service vendors.
* Manage partner performance across key areas of customer service operations, quality, compliance, and customer experience.
* Analyze operational data to identify performance drivers, service gaps, and opportunities for improvement.
* Develop corrective actions with external partners and track agreed improvements through completion.
* Share operational and quality best practices across the broader Amazon Customer Service network.
* Promote Amazon operating principles and customer-focused standards within external partner organizations.
* Support contact center procurement and vendor strategy activities.
* Assist with defining business requirements for outsourced Customer Service operations.
* Participate in location assessments for new or existing service delivery sites.
* Support request for proposal processes and evaluation of potential contact center partners.
* Contribute to pricing discussions and contract negotiations with service providers.
* Develop governance mechanisms aligned with applicable EU and global data privacy requirements.
* Simplify complex compliance processes while maintaining appropriate customer, security, and regulatory protections.
* Ensure external partners comply with applicable Amazon security requirements.
* Identify compliance risks and coordinate corrective actions with relevant internal and external teams.
* Develop business continuity plans covering potential disruptions to partner operations.
* Project manage new partner implementations, operational changes, and service improvement programs.
* Monitor partner adherence to contractual, operational, quality, security, and compliance requirements.
* Use internal and external performance metrics to identify trends and provide actionable recommendations.
* Balance multiple priorities in a fast-paced environment where operational decisions can have immediate customer impact.
* Influence stakeholders across different organizational levels to resolve complex partner and operational issues.
* Apply strong ownership when problems require direct intervention and rapid follow-through.
* Travel internationally for approximately 30 percent of working time to support partner operations, assessments, and business initiatives.
Ideal Profile
Candidates should hold a bachelor\'s degree in management, business administration, economics, engineering, marketing, or a related discipline.
The position requires strong analytical capability and experience using data, benchmarks, and operational best practices to understand performance drivers and identify meaningful improvement opportunities.
Previous experience in contact center operations, customer service outsourcing, vendor management, partner operations, or another client-facing service environment will be particularly relevant.
Candidates with experience negotiating with vendors, managing commercial relationships, or coordinating outsourced operations will be well positioned for the role.
The successful candidate should demonstrate strong organizational ability, sound business judgment, and confidence managing complex operational situations involving regulatory, security, and customer experience considerations.
Experience aggregating and analyzing operational or campaign metrics to identify trends and insights is preferred.
Fluency in spoken, written, and read Italian is required.
The position also requires flexibility for significant international travel of approximately 30 percent.
Skills Set
Supplier Management-Vendor Management
Customer service operations
Contact center operations
Outsourcing management
Vendor performance management
Partner management
Relationship management
Vendor governance
Customer experience
Operational performance
Quality management
Data analysis
Performance metrics
KPI analysis
Vendor strategy
Contact center procurement
Business requirements
Request for proposal
RFP administration
Contract negotiation
Pricing negotiation
Location assessment
Data privacy compliance
Regulatory compliance
Security compliance
Governance frameworks
Business continuity planning
Operational risk
Project management
Implementation management
Process improvement
Stakeholder management
Performance reporting
Customer service quality
Vendor audits
Cross-functional collaboration
Italian language
International operations
Why Join Us
This position provides broad exposure to global Customer Service operations, outsourced partner management, procurement, compliance, security, and customer experience within a large and complex service network.
The role is particularly valuable for professionals seeking to develop deeper expertise in strategic vendor management, international contact center operations, data privacy governance, commercial negotiations, and operational transformation. Managing external partners across multiple markets also provides experience that can support progression into senior vendor management, customer service operations, procurement, compliance, or regional program leadership.
About the Company
Amazon is a global technology and e-commerce company serving customers through digital commerce, cloud computing, logistics, and large-scale Customer Service operations. Its external service partners extend customer support capabilities across international markets while Amazon teams maintain governance, security, performance, and quality standards designed to deliver reliable customer experiences.
The role combines operational management, vendor governance, procurement support, performance analysis, regulatory oversight, and implementation of new programs. The manager will work closely with internal Amazon teams and external contact center partners to identify performance gaps, strengthen operating practices, and create mechanisms that support consistent service delivery.
Operating across markets with complex legal and data privacy requirements also requires strong judgment. The position will help translate regulatory expectations into practical governance standards while protecting customer information, business continuity, and operational resilience.
Key Responsibilities
* Build and maintain effective working relationships with Amazon stakeholders and external Customer Service vendors.
* Manage partner performance across key areas of customer service operations, quality, compliance, and customer experience.
* Analyze operational data to identify performance drivers, service gaps, and opportunities for improvement.
* Develop corrective actions with external partners and track agreed improvements through completion.
* Share operational and quality best practices across the broader Amazon Customer Service network.
* Promote Amazon operating principles and customer-focused standards within external partner organizations.
* Support contact center procurement and vendor strategy activities.
* Assist with defining business requirements for outsourced Customer Service operations.
* Participate in location assessments for new or existing service delivery sites.
* Support request for proposal processes and evaluation of potential contact center partners.
* Contribute to pricing discussions and contract negotiations with service providers.
* Develop governance mechanisms aligned with applicable EU and global data privacy requirements.
* Simplify complex compliance processes while maintaining appropriate customer, security, and regulatory protections.
* Ensure external partners comply with applicable Amazon security requirements.
* Identify compliance risks and coordinate corrective actions with relevant internal and external teams.
* Develop business continuity plans covering potential disruptions to partner operations.
* Project manage new partner implementations, operational changes, and service improvement programs.
* Monitor partner adherence to contractual, operational, quality, security, and compliance requirements.
* Use internal and external performance metrics to identify trends and provide actionable recommendations.
* Balance multiple priorities in a fast-paced environment where operational decisions can have immediate customer impact.
* Influence stakeholders across different organizational levels to resolve complex partner and operational issues.
* Apply strong ownership when problems require direct intervention and rapid follow-through.
* Travel internationally for approximately 30 percent of working time to support partner operations, assessments, and business initiatives.
Ideal Profile
Candidates should hold a bachelor\'s degree in management, business administration, economics, engineering, marketing, or a related discipline.
The position requires strong analytical capability and experience using data, benchmarks, and operational best practices to understand performance drivers and identify meaningful improvement opportunities.
Previous experience in contact center operations, customer service outsourcing, vendor management, partner operations, or another client-facing service environment will be particularly relevant.
Candidates with experience negotiating with vendors, managing commercial relationships, or coordinating outsourced operations will be well positioned for the role.
The successful candidate should demonstrate strong organizational ability, sound business judgment, and confidence managing complex operational situations involving regulatory, security, and customer experience considerations.
Experience aggregating and analyzing operational or campaign metrics to identify trends and insights is preferred.
Fluency in spoken, written, and read Italian is required.
The position also requires flexibility for significant international travel of approximately 30 percent.
Skills Set
Supplier Management-Vendor Management
Customer service operations
Contact center operations
Outsourcing management
Vendor performance management
Partner management
Relationship management
Vendor governance
Customer experience
Operational performance
Quality management
Data analysis
Performance metrics
KPI analysis
Vendor strategy
Contact center procurement
Business requirements
Request for proposal
RFP administration
Contract negotiation
Pricing negotiation
Location assessment
Data privacy compliance
Regulatory compliance
Security compliance
Governance frameworks
Business continuity planning
Operational risk
Project management
Implementation management
Process improvement
Stakeholder management
Performance reporting
Customer service quality
Vendor audits
Cross-functional collaboration
Italian language
International operations
Why Join Us
This position provides broad exposure to global Customer Service operations, outsourced partner management, procurement, compliance, security, and customer experience within a large and complex service network.
The role is particularly valuable for professionals seeking to develop deeper expertise in strategic vendor management, international contact center operations, data privacy governance, commercial negotiations, and operational transformation. Managing external partners across multiple markets also provides experience that can support progression into senior vendor management, customer service operations, procurement, compliance, or regional program leadership.
About the Company
Amazon is a global technology and e-commerce company serving customers through digital commerce, cloud computing, logistics, and large-scale Customer Service operations. Its external service partners extend customer support capabilities across international markets while Amazon teams maintain governance, security, performance, and quality standards designed to deliver reliable customer experiences.
