About the Role:
As the Senior Vendor Manager at Flex, you will play a critical role as part of the Customer Support and Success team. You will be the primary liaison between Flex and our BPO partners, managing the BPO relationship and core support operations. You’ll be responsible for guiding your team to effectively meet and exceed service levels and key performance indicators we use to ensure an efficient, high-quality support experience for our members.
Primary 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.
Qualifications & Experience:
- 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.
The salary compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks. This is a commission earning role.
For working locations in NY/NJ/CA, the base salary pay range will be $135,000 - $145,000
For all other states, the base salary pay range will be $120,000 - $135,000
