обновлено 3 дня назад
Vendor Services Lead
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Vendor Services Lead (Customer Operations): Driving vendor performance, customer experience, and operational excellence for assigned customer service teams with an accent on KPI management, stakeholder collaboration, and service quality. Focus on analyzing performance data, conducting root cause analysis, managing business continuity risks, and leading continuous improvement initiatives.
Location: Bengaluru, India
Company
develops software that helps innovators design and create buildings, products, factories, and media.
What you will do
- Own vendor performance and customer experience metrics for assigned teams.
- Monitor SLAs, KPIs, operational targets, productivity, FCR, CSAT, CSCI, AHT, MRT, and sales leads.
- Execute operational strategies and best practices with vendor partners and internal stakeholders.
- Conduct performance reviews, audits, and operational reviews with operations leads, subject matter experts, and managers.
- Use QA insights, performance data, trend analysis, and root cause analysis to identify operational gaps and improvement opportunities.
- Identify and escalate business continuity risks while driving continuous improvement and timely customer issue resolution.
Requirements
- 8+ years of experience in customer service, customer operations, or a related field.
- 2–3+ years of team leadership experience, preferably managing teams of up to 50 employees.
- Strong communication, stakeholder management, and cross-functional collaboration skills.
- Experience with KPI and performance management, including CSAT, NPS, and other customer experience metrics.
- Strong data analysis, root cause analysis, risk management, and continuous improvement skills.
- Ability to build effective relationships with vendor partners and internal stakeholders.
Nice to have
- Experience in vendor management or working with external vendor partners.
- Experience in a product-oriented customer service environment.
- Knowledge of workforce management, reporting, dashboards, and performance analytics.
- Experience leading large-scale process improvement and operational transformation initiatives.
Culture & Benefits
- Collaborative and fast-paced working environment focused on accountability, continuous learning, and operational excellence.
- Compensation may include annual cash bonuses, commissions for sales roles, stock grants, and benefits.
- In-person onboarding and/or identity verification may be required.
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