Customer Experience Vendor Manager

Job Description

SAT Customer Experience Vendor Manager – Student Advocacy Team
SAT | Portland, OR
Organization: Customer Service

The Problem: The entire education landscape is undergoing tremendous change. Tuition costs have skyrocketed, course offerings have grown and increasingly gone digital, and the gap between the skills required to land a job and skills provided by college courses is widening. For students, navigating the path of choosing colleges, scholarships, courses, supplemental learning aids, internships, and ultimately a career, is nothing short of daunting.

The Opportunity: Lead a league of high-performing customer experience partners to ensure industry-leading service is provided to all students. You will elevate our QA program to the next level, feeding back training opportunities, and provide undiluted and actionable insights back to our business stakeholders to make sure our students get more out of the products they know and love.

The Organization: The Student Advocacy Team (Customer Service) is responsible for ensuring that Chegg students are provided the best service experience. We aim for transparency, simplicity and convenience – providing help when and where needed.

The Role:

In your role as the Customer Programs Manager, you will specialize in vendor management. You will supervise and be responsible for the performance of one or multiple contact center partners of Chegg. You will use high-performance benchmarks and analytical tools to ensure all KPI goals are met or exceeded consistently. You should have experience building meaningful business relationships, driving significant performance results, and executing newly sponsored initiatives in an ever-changing environment. You will be comfortable in providing fast feedback and business insight over to the Chegg management staff and all business stakeholders. Partnering with our contact centers, you’ll be expected to cultivate consistent high-touch feedback to ensure quality and industry-leading service. You will conduct performance reviews with each partner at a cadence that meets the needs of the business. You will demonstrate expert human relations and influencing skills that encourage results and promote continuous process improvement and cultural alignment. You will maximize your competencies in strategic thinking, industry best-practices, and essential leadership skills. Excellent communication and independent time management skills are required.

Qualifications:

• BA/BS or relevant work experience in place of degree required
• 5+ years’ experience in the contact center industry preferred
• Experience building out a successful and scalable Quality Assurance program
• Experience in contact center vendor management (managing vendor relationships and contracts)
• Experience completing vendor evaluations and working with developing RFP's and SOW’s
• Knowledge of contact center vendor pricing and billable methods
• Experience with development and management of SLA's and performance management processes
• Demonstrated understanding of vendor management concepts and implementation techniques including contract negotiation and vendor performance monitoring
• Knowledge in multiple facets of business including but not limited to financials, budgeting, and workforce management
• Current understanding of contact center industry vendors preferred
• Ability to build and maintain effective working relationships with all levels of management and staff required
• Excellent organizational skills and ability to work independently
• Demonstrated ability to lead and effect processes and organizational changes or improvements
• Strong written communication skills, including the ability to facilitate meetings and effectively lead discussions
• Adaptive and open mindset needed to problem solve
• Must be willing to be available 7 days a week, 24 hours a day.
• Must be willing to travel 20% both domestically and internationally

What is Chegg?

An ‘always on’ digital learning platform.

Chegg puts students first...Everything we build in this company is student-focused, making us the leading student-first connected learning platform. Chegg strives to improve the overall return on investment in education by helping students learn more in less time and at a lower cost. This is achieved by providing students a multitude of educational tools from affordable textbook rentals to Chegg Study, which supplements their learning through 24/7 tutor access, step-by-step help with questions, and more. Chegg is a publicly-held company based in Santa Clara, California, and trades on the NYSE under the symbol CHGG.

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher education learning through Chegg Study, Chegg Math, and Chegg Internships and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist, so students everywhere have a smarter, faster, more affordable way to student.

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Chegg is an equal opportunity employer