Director, Vendor Operations

Meta's Small & Medium Business Group (SMBG) is looking for a Director of Vendor Operations to lead its global call center partnerships at a strategic and operational level, while overseeing real time, best in class execution across multiple delivery-related sub-functions. SMBG contributes directly to Meta's mission by connecting small businesses around the world with their customers on Facebook, Instagram, WhatsApp and Messenger, and helping them grow by adopting advertising solutions.We are seeking a seasoned vendor operations leader with deep experience in global call centers that focus on sales/revenue and customer success-related outcomes. This individual should have a proven track record setting strategic vision for an operations organization, factoring in highly complex dependencies and future-focused abstract variables. A successful candidate must be able to effectively communicate vision and fast moving priorities up, down and across while operating as strategic and functional leader in a global-regional matrixed model. The ability to manage through influence internally and externally at the most senior, executive levels is required.

Director, Vendor Operations Responsibilities:

• Functional leader for Meta Small Business Sales' Vendor Operations team, reporting to the VP, Small Business Group.
• Responsible for managing a central team in charge of vendor partner strategy, operational excellence, risk and compliance, vendor communications and change management.
• Strategy: Define SBG's global call center partnership strategy aligned to business priorities - including partner selection, global footprint strategy, vendor goaling/incentives and operating model. Leads executive level relationship and operations management with vendors in partnerships with VP.
• Business Operations: Reimagine and own Meta's global business rhythm with vendors, driving partner-level accountability..
• Operational Excellence: Oversee team responsible for developing contract standards, processes, audit strategy and compliance/remediation approaches. Responsible for collaborating with cross-functional partners on security operations and risk mitigation.
• Tooling & Site Stability: Partner with product to ensure stable and productive use of agent and vendor tech stack.
• Comms & Change Management: Oversees global communications strategy across all altitudes of partner stakeholders. Responsible for managing globally consistent change management process.
• Partner with Sales to define contract standards and operationalize global strategies driving workforce health, productivity and training. Partner with Sales to deeply understand commercial strategy and business requirements - think outside the box on solutions and
• Close collaboration with Sourcing, Legal, Product, and Sales.
• Responsible for defining and delivering against a functional roadmap, inform adjacent functions impacting delivery.

• 12+ years of experience in scaled operations and vendor management for large, outsourced organizations
• Operations expertise. Experience spearheading and evolving operational strategy and execution in a hyper dynamic environment. Experience beyond customer support call center operations - specifically sales and customer success oriented operations
• Influential strategist and leader. Ability to set, communicate, and lead through a vision with senior stakeholders, including external partners
• Proven business analytics skills. Experience evaluating data to understand trends, developing frameworks and analyses to guide strategy and implementation
• Change agent. Experience leading initiatives involving large-scaled organizational transformations. Grasp of the organizational dynamics that influence adoption of process changes
• Effective manager and influencer. Experience leading and inspiring dispersed teams towards a common goal with a high bar for execution
• Expert communicator. Ability to distill complex ideas simply through a variety of mediums and to zoom in/out based on audience