Samsara is hiring a
Vendor Manager

Summary

Join Samsara, a pioneer of the Connected Operations Cloud, as an experienced Vendor Manager to own relationships with BPO partners and drive global agreements. This remote position requires flexibility and willingness to travel, with a competitive total compensation package.

Requirements

• 5-8 years of experience establishing and managing vendor relationships in a high volume, global contact center environment in both offshore and onshore operations
• Strong knowledge of leading BPO partners to ensure all contractual commitments and critical metrics are met consistently - including formal performance improvement or action plan implementation
• Expert in managing vendor policies and procedures to improve performance and service quality
• Flexibility and willingness to travel - International Travel required, at minimum, quarterly but can increase based on business needs

Responsibilities

• Directly manage the relationship with BPO partners in order to execute global agreements, including negotiating renewals and amendments as well as be directly responsible for RFPs, SOWs
• Establish robust structure, that allows you to support our partners in achieving success in established KPI goals
• Be the primary point of contact for Vendor partners acting not only as a partner towards enabling their success but also liaising on their behalf in order to drive a consistent feedback loop to our partners in the Support Operations team such as L&D, WFM and Knowledge Management
• Consistently evaluate BPO performance by site and LOB, ensuring adherence to all Samsara policy, procedures, and workflows are consistently followed, driving exceptional experiences for our customers
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Preferred Qualifications

• COPC or similar certification with knowledge of vendor management best practices
• Experience establishing and building vendor management processes and norms in a high-growth environment

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund