Vendor Manager

Job Description

The Vendor Manager role will be responsible for executing Groupon ́s consolidated call center outsourcing strategy and will have direct responsibility for all performance aspects and day-to-day management of the outsourced operations. The position will also have responsibility for contract and relationship management, to ensure alignment between Groupon’s evolving needs and CSP abilities to deliver.

The ideal candidate should have 5+ years’ experience in managing outsourced call centers or direct call center operations management experience. The Vendor Manager will service as a primary point of contact between CSPs and Groupon for Customer Service and Sales channels.

We're a "best of both worlds" kind of company. We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We're curious, fun, a little intense, and kind of obsessed with helping local businesses thrive. Does that sound like a compelling place to work?

Responsibilities

• Implement outsourcing strategy to drive consistency and efficiencies
• Acts as a project lead for implementation of outsourcing initiatives
• Perform routine site assessment and due diligence audits (COPC VMO certification preferred).
• Develop strong relationships with key vendors and suppliers
• Responsible for establishing and maintaining tactical operational targets and KPI's for performance in conjunction with business targets
• Monitor vendor performance, relating to duties specific to their service level agreement: average speed of answer, FCR, CSAT attainment, conversion rates, quality assurance etc. Ensures clarity, accountability, communication and cooperation
• Maintain a process of continuous review, feedback and action in order to spot areas of opportunity
• Serve as a Project Lead for cross functional projects that impact a current or future vendor; develops project plans, communication materials, and deliverables in support of project
• Partner with cross-functional departments to make recommendations on current policies and procedures as well as day to day process improvement

Qualifications

• 5+ years of progressive call center operations experience
• Vendor management expertise
• Leading people and organizations
• Strong commercial experience - managing PO/Invoices (contracts) and negotiation, experience in leading change, exceptional communication skills, strong ability to manage conflict. High accountability with demonstrated ability to deliver
• Able to work in a large, complex environment with diverse lines of business and systems
• Strong team player with extensive experience working in a team-oriented, collaborative environment
• Highly self-motivated, self-directed, and attentive to detail
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to manage and interface with vendors at multiple levels in the organization
• Ability to travel domestic and internationally
• Familiarity with COPC and Lean Six Sigma process improvement methodologies are preferrable