Regional Partner Manager, Customer Support - Trust & Safety, Los Angeles

Responsibilities:
- Serve as the primary liaison for our BPO partners, building and nurturing robust, long-term relationships.
- Conduct regular business reviews with vendors to assess performance, discuss challenges, and identify opportunities for mutual growth.
- Oversee day-to-day vendor operations to ensure service delivery meets or exceeds agreed-upon SLAs and KPIs.
- Identify process gaps and implement scalable solutions to enhance operational efficiency and reduce costs.
- Ensure that vendor operations adhere to relevant regulatory and compliance standards, including data security and labor laws.
- Lead change initiatives, from system upgrades to process reengineering, in collaboration with both internal stakeholders and vendor partners.
- Drive innovation by leveraging vendor capabilities to improve service delivery and customer satisfaction.
- Develop strategic plans and contingency measures to address vendor-related challenges and minimize operational risks.

Qualifications

Minimum Qualifications:
- 5 years of experience in vendor management or BPO operations, preferably in a multi-site environment.
- Bachelor's degree in Business Administration, Management, or a related field.
- Proven track record in managing outsourced service providers in a multi-site or global environment.
- Strong analytical skills with advanced proficiency in MS Excel; familiarity with data visualization tools (e.g., Power BI, Tableau) is a plus.
- Excellent communication and negotiation skills, with a demonstrated ability to influence and collaborate with internal and external stakeholders.
- Experience managing cross-functional projects and driving process improvements.

Preferred Qualifications:
- Experience working in a global context, managing vendors across multiple time zones.
- Familiarity with compliance and regulatory standards relevant to BPO operations.
- Background in call center or customer service operations.
- Proficiency in additional data analytics tools or CRM systems.

Job Information

[For Pay Transparency] Compensation Description (annually)

The base salary range for this position in the selected city is $83600 - $143555 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate's qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.

Benefits may vary depending on the nature of employment and the country work location. Employees have day one access to medical, dental, and vision insurance, a 401(k) savings plan with company match, paid parental leave, short-term and long-term disability coverage, life insurance, wellbeing benefits, among others. Employees also receive 10 paid holidays per year, 10 paid sick days per year and 17 days of Paid Personal Time (prorated upon hire with increasing accruals by tenure).

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.

For Los Angeles County (unincorporated) Candidates:

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws including the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Our company believes that criminal history may have a direct, adverse and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment:

1. Interacting and occasionally having unsupervised contact with internal/external clients and/or colleagues;

2. Appropriately handling and managing confidential information including proprietary and trade secret information and access to information technology systems; and

3. Exercising sound judgment.