Vendor Manager

Summary

Join Stripe's vendor management team and lead outsourced support operations as our global footprint expands. You will oversee vendor operations across user-facing teams, ensuring world-class support. Responsibilities include building operational relationships with key partners, holding stakeholders accountable for performance, managing vendor sites, leading business reviews, improving workflow management, and acting as a bridge between external partners and internal teams. You'll need at least 5 years of vendor management experience in a BPO environment, experience leading vendor operations teams for technical customer support, excellent communication skills, a strong operational background, and data analysis abilities. Preferred qualifications include experience managing large cross-functional projects, a knack for working with diverse teams, action-oriented skills, and strong analytical thinking.

Requirements

• At least 5+ years of direct vendor management experience within a BPO environment
• Experience leading vendor operations teams responsible for technical customer support, ideally in high-growth tech companies or startups
• Excellent written and verbal communication skills
• Strong operational background and a track-record of making data driven decisions. Ability to write simple queries and run data analysis on tableau, SQL or equivalent
• An ability to execute on and deliver complex operational projects involving multiple stakeholders

Responsibilities

• Build and own operational relationships across key partners in user operations, external vendors and internal teams
• Hold Stripe’s external partners and internal stakeholders accountable for performance and contractual commitments
• Own the management of vendor sites including contracts and commercials, staffing and delivery of required inputs from the vendors. You will be responsible for working with the vendor and internal teams for enablement of the sites
• Lead Business Reviews and actions with vendors to drive KPI performance. Be directly accountable for maintaining metrics and analysis of vendor performance, and provide regular reporting on performance
• Deep dive and improve workflow management, workforce management practices at the vendor site(s) and ensure optimal practices for adherence to Stripe defined workflows
• Be an expert on Stripe products. Act as an onsite coach and key bridge between external partners and internal Stripe team to deliver measurable process improvements
• Transmit and foster our values, serving as a beacon of Stripe’s user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment

Preferred Qualifications

• You enjoy managing large cross-functional and global projects
• You enjoy doing whatever it takes to execute on complex initiatives, and have a track record for taking projects from conception to launch
• You have a knack for working well with a wide range of people across internal teams and external vendors
• You are action-oriented, with strong organization skills and attention to detail
• You enjoy working amidst high ambiguity, and do whatever it takes to execute on complex projects
• You excel in analytical thinking and problem solving, and use first-principles thinking and data to structure strategic recommendations