Customer Care Vendor Manager

Summary

Join Fubo as a Customer Care Vendor Manager to lead and oversee the performance of BPO partners in Colombia and the Philippines. You will monitor team performance against KPIs, utilize data analysis to drive decision-making, and conduct regular huddles and one-on-ones with BPO leads. This role requires strong vendor management experience, excellent communication and analytical skills, and the ability to lead process improvement initiatives. International travel is required (approximately 25%). The ideal candidate will have a proven track record in coaching, mentoring, and developing customer care representatives. Fubo offers a competitive compensation package, robust benefits, and unlimited PTO.

Requirements

• As a Customer Care Vendor Manager, you must be able to lead and motivate managers and customer care reps
• 4+ years of Vendor Management experience, working directly with contact centers in the Customer Service, Retention and/or Technical Support space
• Track record in coaching, mentoring and developing customer care reps
• Experience collaborating with QA and Training teams to develop long term training and quality strategy
• Strong written communications and presentation skills
• A track record in delivering results in a fast paced contact center environment
• Flexible scheduling, including weekends and nights and the ability to travel internationally
• Excellent analytical and problem-solving skills with a data-driven approach
• Demonstrated ability to proactively lead process improvement initiatives
• Strong leadership, communication (written and verbal), and interpersonal skills
• Available to work irregular hours including holidays, nights, and weekends
• Proficiency with Zendesk or similar ticketing systems

Responsibilities

• Work closely with multiple outsource vendors in Colombia and the Philippines
• Monitor and evaluate the team’s performance to meet and exceed department KPIs on a daily/weekly/monthly basis
• Utilize data analysis to identify trends, measure performance, and drive decision-making
• Conduct daily huddles with outsource teams to ensure consistent performance
• Work cross functionally with internal teams to proactively surface top customer issues
• Conduct weekly one on ones with BPO Leads to maintain strategic alignment
• Conduct coaching triads with BPO Leads to ensure high quality coaching interactions with vendor agents
• Conduct team round tables to gain direct feedback from BPO team members
• Act as a point of contact for BPO invoicing
• Partner with our BPO teams to proactively identify and improve operational processes
• Serve as an escalation point for more complex issues, outages, or incidents
• Proactively communicates challenges and act as the point of contact for solutions
• International travel required (~25%)
• Job duties are subject to change

Benefits

• Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Free Premium Fubo Account
• Unlimited PTO days and regular company-wide activities
• Fubo’s minimum base salary for this role if hired in New York City is $75,000 per year; maximum base salary for this role is $105,000 per year
• Additionally, this role is eligible to participate in Fubo's equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits