Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 8 years of experience in vendor management or scaled operations management.
- MBA or Master's degree.
About the job
In this role, you will help to enable exceptional processes and workflows that span across multiple team with the organization to provide advertisers with a single touch point for their troubleshooting needs. In addition to troubleshooting on the customer side, we work with stakeholders across multiple teams troubleshooting with specialists to develop better tools and services based on the evolving needs of our agents and merchants.
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Responsibilities
- Create and maintain effective global operations in collaboration with international teams and local suppliers. Manage end-to-end service delivery, including site operations and stakeholder management, for designated service offerings.
- Drive business results through vendor partners. Monitor key performance indicators (KPIs) related to quality, timeliness, and cost to ensure that vendor teams meet expectations and deliver high-quality service.
- Collaborate with program managers to redesign processes, enhance efficiency, and increase customer satisfaction. Implement solutions in partnership with cross-functional stakeholders and vendor partners. Manage process delivery with support from vendor partners.
- Ensure adherence to contractual service level agreements (SLAs) and manage penalties and incentives accordingly.
- Implement robust processes, particularly related to data access and co-employment guidelines, to mitigate operational risks.