Partner Performance Manager - Customer Service

Amazon UAE; Dubai; On-site; AED 279,000 - 424,000; Full time

Job summary

Amazon UAE in Dubai seeks a Senior Partner Performance Manager - Customer Service to lead external vendor operations, drive service quality, and ensure compliance with data privacy and security standards across markets.

The role focuses on vendor governance, performance analytics, and procurement support, with travel up to 30 percent and fluency in Italian and English to liaise with global teams.

Qualifications

• Bachelor's degree in management or related field.
• Fluent Italian (spoken, read, written).
• Strong English communication skills.
• Experience analyzing operational data to identify drivers.
• Experience managing external vendors or clients.

Responsibilities

• Build and maintain relationships with Customer Service vendors and internal stakeholders.
• Manage partner performance across service quality, productivity, operational delivery, compliance, and customer experience.
• Analyze performance data to identify trends, service gaps, and underlying drivers.
• Develop corrective action plans with vendors when standards are not met.
• Participate in RFP processes and pricing discussions.
• Establish governance for data privacy and security.

Skills

Vendor management

Partner performance

Customer service

Data privacy

Compliance governance

Procurement support

RFP administration

Pricing negotiation

Contract negotiation

Stakeholder management

Project management

Data analysis

Italian language

Cross-functional collaboration

Education

Bachelor's degree in Management, Business Administration, Economics, Engineering, Marketing, or related discipline

Job description

Partner Performance Manager - Customer Service

Job Snapshot

Role: Partner Performance Manager - Customer Service Location: Dubai, United Arab Emirates Industry: Consumer Services Function: Customer Support-Client Care Experience: Partner operations and performance management experience Job Type: Full-time Position Overview Partner Performance Manager - Customer Service in Dubai, United Arab Emirates is a Consumer Services opportunity focused on vendor performance, contact center operations, compliance, customer experience, procurement support, data privacy, and business continuity. Amazon is hiring a senior partner management professional to strengthen external customer service operations, improve service quality, manage complex stakeholder relationships, and ensure partners consistently meet operational, security, compliance, and customer experience expectations.

Job Details

Country: United Arab Emirates City: Dubai Industry: Consumer Services Function: Customer Support-Client Care Salary: 25000-38000 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 manage critical relationships with external Customer Service vendors while working closely with Amazon teams across operations, procurement, security, compliance, and program management. The role combines operational leadership, vendor governance, performance analysis, contract support, compliance oversight, and customer experience improvement. The successful candidate will be expected to influence partners at different levels, identify performance gaps through data, introduce practical improvements, and maintain strong controls in environments governed by complex legal and privacy requirements. Fluent Italian is essential because the position requires direct communication across markets and stakeholders where Italian language capability is necessary.

Key Responsibilities

• Build and maintain effective working relationships with Customer Service vendors and internal Amazon stakeholders.
• Manage partner performance across customer service quality, productivity, operational delivery, compliance, and customer experience.
• Analyze performance data to identify operational trends, service gaps, and underlying performance drivers.
• Develop corrective action plans with vendors when agreed standards are not being achieved.
• Share effective operational and quality practices across the wider Customer Service network.
• Work closely with vendor leadership to strengthen operational discipline and service consistency.
• Promote customer-focused operating standards across external partner environments.
• Support procurement activities related to contact center services.
• Contribute to vendor strategy development and business requirement definition.
• Participate in contact center location assessments and sourcing decisions.
• Support request for proposal processes, including operational requirements and vendor evaluation.
• Contribute to pricing discussions and contract negotiations with external service providers.
• Assess vendor capabilities against operational, commercial, compliance, and customer experience requirements.
• Develop and implement standards supporting compliance with European Union and global data privacy requirements.
• Establish governance mechanisms that simplify complex compliance processes while maintaining security and customer protection.
• Ensure vendor operations comply with Amazon security standards.
• Identify compliance weaknesses and coordinate corrective action with the appropriate internal and external stakeholders.
• Develop and maintain business continuity plans for partner operations.
• Support implementation of new contact center programs, processes, sites, and operational capabilities.
• Project manage selected partner implementations from planning through operational launch.
• Monitor implementation risks and elevate issues that could affect delivery, security, compliance, or customer experience.
• Use data-backed decision-making when addressing high-impact operational situations.
• Work directly on complex issues rather than relying solely on escalation or delegation.
• Anticipate operational needs and identify emerging risks before they materially affect customers.
• Influence stakeholders across different organizational levels without relying on direct reporting authority.
• Maintain clear documentation covering partner performance, compliance actions, governance decisions, and operational improvements.
• Communicate key findings, risks, and recommendations to senior stakeholders.
• Travel internationally as required, with travel expected to account for approximately 30 percent of the role.

Ideal Profile

• Bachelor 's degree in Management, Business Administration, Economics, Engineering, Marketing, or a related discipline.
• Fluent ability to speak, read, and write Italian.
• Strong professional English communication skills.
• Experience analyzing operational data and identifying performance drivers.
• Previous exposure to contact center or customer service operations is highly valuable.
• Experience managing external clients, vendors, or service providers is preferred.
• Strong relationship management and negotiation capability.
• Ability to influence external partners and internal stakeholders across different seniority levels.
• Experience evaluating operational performance using quantitative and qualitative measures.
• Familiarity with vendor governance, service quality, and compliance management.
• Understanding of privacy, security, and regulatory considerations affecting outsourced customer service environments.
• Experience supporting procurement, sourcing, RFP, pricing, or commercial negotiation activities is advantageous.
• Strong organizational ability with confidence managing multiple high-priority workstreams.
• Ability to make sound decisions in fast-moving and high-stakes situations.
• Highly self-motivated with strong initiative and ownership.
• Strong attention to detail.
• Comfortable traveling internationally for approximately 30 percent of working time.
• Experience aggregating and analyzing internal and external performance metrics is preferred.

Skills Set

• Customer Support-Client Care
• Partner performance management
• Vendor management
• Contact center operations
• Customer service operations
• Vendor governance
• Relationship management
• Performance analytics
• Operational KPIs
• Quality management
• Customer experience
• Vendor strategy
• Procurement support
• Request for proposal
• RFP administration
• Pricing negotiation
• Contract negotiation
• Location assessment
• Business requirements
• Data privacy
• EU data protection
• Compliance governance
• Security standards
• Business continuity planning
• Risk management
• Program implementation
• Project management
• Vendor onboarding
• Service improvement
• Corrective action planning
• Stakeholder management
• Senior leadership communication
• Data analysis
• Performance reporting
• Customer obsession
• Italian language
• Cross-functional collaboration
• International operations

Why Join Us

This role offers substantial influence over how Amazon 's external Customer Service partners perform across quality, compliance, security, customer experience, and operational delivery. The position combines vendor leadership with procurement exposure, performance analytics, regulatory governance, and international program execution. For professionals interested in broader responsibility, the role provides experience beyond traditional contact center management. It includes vendor strategy, sourcing support, contract discussions, business continuity, data privacy, security standards, and new implementation projects. The international scope and regular interaction with external partners and senior stakeholders also provide strong development potential for future roles in partner management, operations leadership, customer experience, procurement, or global program management.

About the Company

Amazon is a global technology and commerce company operating across e-commerce, customer service, fulfillment, transportation, cloud computing, and digital services. Its Customer Service organization works with internal teams and external service partners to support customers across multiple markets and languages. Amazon uses performance data, operational standards, technology, security controls, and continuous improvement to strengthen customer experience across its global service network.