About the role:
Samsara is looking for an experienced Vendor Manager who will own the relationship day-to-day and performance management of our BPO partners. This role will be the single point of contact for BPO partners as well as be responsible for assessing capabilities, exploring future offerings, and understanding local needs.
You will work closely with the Director of Support as well as the Support Operations teams in conducting RFPs, sourcing, and negotiating renewals. You will be directly responsible for monitoring the performance of our outsourced partners while providing them the support needed to meet our KPI goals.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
Click here to learn more about Samsara's cultural philosophy.
In this role, you will:
- 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. This structure will also allow you to quickly address opportunities and build on success.
- 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.
Minimum requirements for the role:
- 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.
An ideal candidate also has:
- 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.
