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Newark, New Jersey

Vendor Relationship Manager

Customer Service   |   Job ID  2098266
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JOB SUMMARY

Job summary
Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

ABOUT THIS ROLE
The Vendor Relationship Manager will be responsible for managing partnerships and performance of our Global Outsourcer Partners to deliver world class service by implementing new programs, cultivating operational excellence and working with Audible teams to positively impact customer experience. This is a high-impact, high-visibility position that interacts with a broad range of stakeholders, requires a superior self-directed individual with strong attention to detail and great organizational skills.

ABOUT YOU
You draw from previous contact center operations experience, have the ability to multitask, make smart and timely decisions with limited guidance, and react with appropriate levels of urgency to situations that require quick turnaround. You are an innovative leader with the ability to identify opportunities and influence stakeholders to gain support and overcome resistance with data and persuasion. You have the ability to utilize strong analytical and problem-solving skills to work through complex challenges.

As a Vending Relationship Manager, you will...
  • Manage a network of partners to key performance indicators which include but not limited to SLA’s and compliance while holding vendors accountable to the highest standard of customer obsession by solving escalations, drive continuous improvement and share best practices by conducting root cause analysis and operation process standardization.
  • Develop and maintain strong working relationships with vendors and stakeholders across different levels of the organization that encourages participation and ownership along with a continuous focus on action and customer satisfaction.
  • Engage with our partners to deliver new and innovative customer care capabilities.

BASIC QUALIFICATIONS

  • Bachelor’s Degree or relevant experience.
  • 10+ years’ experience in customer service, hospitality, or retail management.
  • Proven track record of leading teams of at least 100+ frontline representatives.
  • Bilingual in Spanish and/or Portuguese.

PREFERRED QUALIFICATIONS

  • Self-starter who is able to prioritize and deliver on deadlines with minimal supervision.
  • Strong influencing skills.
  • Excellent written, verbal communication, interpersonal skills; high quality document and report preparation.
  • Ability to function in an ambiguous, fast paced work environment working under pressure while consistently meeting standards for productivity and quality.
  • Excellent data analytics skills.
  • Experience working in highly matrixed organizations.
  • A dynamic and compassionate leader that combines strategic thinking and operational excellence, a passion for results, possess customer obsession and an attitude that anything is possible.
  • A proven track record in successfully managing remote customer service teams and launching new sites and/or new projects of significant size.

ABOUT AUDIBLE
At Audible, we innovate and inspire through the power of voice. We're changing the narrative on storytelling. As a leading creator and provider of premium audio storytelling, we've redefined the ways people access, discover, and share stories. The stories we tell have the ability to transport and transform everyday moments into meaningful experiences and it's our people who make Audible's service possible. We're listeners, storytellers, and problem-solvers. Our perspectives and experiences power our ideas and come together in our mission to unleash the power of the spoken word. Audible offers a Hub+Home hybrid workplace model that gives employees flexibility between gathering in a common office space (work from hub) and remote work (work from home). Some teams will work mostly at hub, some mostly at home and others hybrid. For more information, please visit adbl.co/hybrid.



Audible is committed to a diverse and inclusive workplace. Audible is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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  • Customer Service, Newark, New Jersey, United StatesRemove


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