Manager of Care Vendor Operations

Summary

Join GoDaddy's growing team as a Vendor Manager, supporting daily operations and vendor relationships globally. Collaborate with the BPO Management Office to ensure BPO vendors deliver exceptional experiences for GoDaddy and its customers. This leadership role focuses on performance management, operational excellence, and fostering a high-performance culture. You will monitor costs, conduct performance reviews, and identify process improvement opportunities. The ideal candidate has 3+ years of BPO operations management experience and strong communication and influencing skills. This remote position offers various benefits, including paid time off, retirement savings, and health benefits.

Requirements

• 3+ years of experience managing BPO operations as a client and/or vendor or in a customer care operations leadership role
• Experience with Inbound Sales & Support, Billing, Email Sales & Support, Hosting Sales & Support, Chat, Messaging, ticketing, or other digital support
• Understanding of International culture and learning processes
• Excellent communication and influencing skills; proven experience influencing other teams/groups where their support is critical to success
• An outstanding teammate, understanding cultural barriers and bridging business gaps
• Solid Project Management experience and the ability to coordinate multiple projects at once
• A willingness to undergo PMP, LSS, and Tableau training
• Ability to multi-task and meet opposing demands
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint, OneNote)
• Ability to travel both domestically and internationally (less than 5% of the year)
• Sales Management experience in a Call Center environment
• Encouraging and responsive teaching style while being comfortable assessing performance and giving feedback
• Experience with data analysis and making data-driven leadership decisions
• Ability to work and influence decisions cross-functionally and within Sr. leadership
• Ability to build an open and encouraging learning environment
• Flexibility in working hours

Responsibilities

• Ensure our BPO partners deliver the encouraged outcomes set by GoDaddy
• Partner with Care Site leaders to support the day-to-day performance of outsourced operations, ensuring overall quality levels are delivered
• Monitor and control cost-related initiatives by working with the BPO Management Office and BPO Partners
• Visit vendor sites as business needs require to build relationships, conduct performance reviews, and assess overall program health—from Guide experience to processes and standard methodologies
• Establish and nurture positive relationships with internal and external customers to properly manage performance expectations for internal customers – Customer Care and Marketing Leadership
• Find opportunities for process and best-practice adoption, tool adoption, and developing and adjusting SOPs to align with Customer Care globalization plans and strategy
• Partner with Care Site leaders to support efforts from internal and outsourced teams to conduct and engage in meaningful conversations during weekly, monthly, and quarterly business reviews
• Set vendors up for success by advocating for them when needed and ensuring GoDaddy acknowledges and prioritizes their feedback to drive procedural and tooling improvements
• Demonstrate forward-thinking and a comprehensive approach to delivering great experiences for GoDaddy customers
• Identify and develop talent within the team, providing feedback to direct reports that facilitate personal and professional development
• Foster and nurture an employee culture that exemplifies the GoDaddy brand for employees, customers, partner guides, and GoDaddy
• Perform other tasks and assignments as advised

Preferred Qualifications

• In-depth expertise in contact center operational leadership
• Previous experience launching and implementing new outsourced operations, ideally in a global offshore location
• Project Management Professional
• Lean Six Sigma Training – Green Belt
• Experience managing within a blended agent sales and service model with P&L Responsibility
• Proven track record to influence others that do not directly report to you
• Self-motivated; excels in a minimal mentorship, high-profile position

Benefits

• Paid time off
• Retirement savings (e.g., 401k, pension schemes)
• Bonus/incentive eligibility
• Equity grants
• Participation in our employee stock purchase plan
• Competitive health benefits
• Other family-friendly benefits including parental leave