Remote Senior Vendor Manager

Summary

Join our team at Flex, a growth-stage FinTech company, as the Senior Vendor Manager to play a critical role in managing vendor performance and customer support operations.

Requirements

• Bachelor's degree in business management, communications, or systems management, or the equivalent in years of experience
• 5+ years of experience as a manager of customer services and customer success teams in high-growth tech companies
• 10+ years of diverse customer support domain experience
• Experience leading multi-channel BPO vendors with 100+ agents
• Skilled and graceful hands on problem solver
• Hands-on experience with key support tools, analytics and quality monitoring software. Experience with Zendesk is a plus!
• Experience with multiple customer service channels including social media, chat, and email operations
• Experience managing and finessing the relationship with BPO onshore partners
• Experience facilitating changes around new processes and technology in a continuously evolving environment
• High EQ and cultural leadership skills. Exceptional verbal and written communication skills
• Experience with near-shore and off-shore operations is a must
• Strong, critical thinking and negotiation skills are required

Responsibilities

• Act as the primary decision-maker in managing vendor performance. Proactively detect potential risks and take decisive actions to ensure and maintain high performance standards
• Own our operational KPIs, and identify and report on trends early and often. Use insights to identify, recommend, and formulate process improvements
• Launch new support initiatives with our vendor that require strategic planning around strong operational efficiencies and effective workflows
• Drive a balance between great customer experience and operational efficiency
• Assist with the creation of forecasts and budgets
• Develop, refine and implement escalation processes for customer issues. Own the escalation flow within the BPO teams and partner with other business units to ensure seamless hand-offs and resolution of escalated issues
• Collaborate with internal partner teams to develop content, training, and quality programs that support the vision for the team
• Identify areas of opportunity to improve our business by understanding customer needs
• Advocate for sophisticated internal tools so agents can do a great job and love their work
• Identify opportunities and advocate to automate processes to drive better customer experiences, manage operational costs, and agent efficiency to improve the CS experience and impact department KPIs
• Develop and execute a process improvement roadmap to drive efficiencies and improve agent and customer experiences
• Be a hands-on crisis manager at critical moments in the operation
• Manage a small team of support operations specialists
• Regular quarterly travel both domestically and internationally, to provide on-site support to our BPO sites, as necessary

Benefits

• Competitive pay
• 100% company-paid medical, dental, and vision
• 401(k) + company stock options
• Unlimited paid time off with a PTO minimum + 13 company paid holidays
• Parental leave
• Flex Cares Program: Non-profit company match + pet adoption coverage
• Free Flex subscription