Vendor Manager in El Segundo, CA

$200K - $250K(Ladders Estimates)

Stampscom   •  

El Segundo, CA 90245

Industry: Media

  •  

11 - 15 years

Posted 56 days ago

Overview

The Customer Care Department has a mission critical task in not only meeting our customer's needs, but doing so in the most professional and friendly manner possible. We are the mailing and shipping experts within our company and within our industry. We take extraordinary care of our customers by solving their challenges efficiently and accurately. We share customer insights throughout the organization and help drive positive and meaningful changes. Our Vendor partners are an integral part of our Customer Care Team, working hard to mirror the dynamic, customer centric and fast paced culture of our Customer Care Team. Delivering exceptional results year after year, our Vendor partners provide support in a wide range of programs including general account support, technical support, customer retention, sales, email and chat support and much more.

The Vendor Manager position provides direct leadership and strategic direction for our third-party call center vendor(s). The position manages Stamps.com inbound technical support, retention, presales, outbound marketing campaigns, email, chat and other customer service programs. Responsibilities include management of vendor(s) to ensure maximum performance, contractual obligations, and residing on-site at the vendors premise up to 60% of the time. The Manager must be a strong leader, have top-notch communication skills, have strong marketing and sales insights, thrive in a fast-paced environment, and be highly detail oriented and analytical. In addition, this position is responsible for the growth of revenue from the retention and presales programs.

Responsibilities

Primary Objectives:

  1. Vendor relationship management
  2. Manage vendor relationship strategies to drive efficiencies.
  3. Team Management
  4. Collaborate with internal stakeholders to ensure vendor teams are focused on the goals and direction of Stamps.com

Essential Position Duties:

  1. Vendor relationship management
  • Point of contact for all vendor service issues.
  • Review daily CSAT results and track service levels.
  • Review and analyze KPI results at front-line representative level.
  • Own vendor specific service metrics and contribute to business reviews.
  • Work with vendor leadership to deliver high levels of service daily.
  • Manage and resolve operational standards and vendor satisfaction.
  • Participate in daily call monitoring sessions & weekly call calibration sessions with vendors and document results.
  • Monitor interval Service Level reports for call spikes and Service Level issues.
  • Manage transfer call percentages by program.
  • Optimize the value in service from vendors.
  • Understand and enforce legal binding contracts and terms.
  1. Manage vendor relationship strategies to drive efficiencies.
  • Manage workflows in a distributed work environment and lead or participate actively in contributing to continuous improvement initiatives.
  • Work to reduce costs and improve productivity.
  • Manage existing system access issues including resets, terminations, etc. and work with help desk on monthly access audits.
  • Manage call tracking requests for special projects as the arise, summarizing data and making suggestions for improvement.
  • Manage Presales & Outbound Call Script update requests once approved. Update and disseminate to vendor teams.
  • Reconcile all vendor invoices for approval
  • Manage all New Hire class system access requests, working closely with help desk, training and CRM to ensure classes have everything needed.
  1. Team management
  • Manage coaching, training and development of all team members across all programs.
  • Collaborate with internal and external teams on new rollouts, launches, etc. to ensure teams are prepared with all the tools and resources needed.
  • Review training articles for all programs and work with training to update when needed.
  • Work with training to manage all existing training article updates needed and work with Vendor leadership to ensure updates are reviewed with their teams.
  1. Collaborate with various internal departments to ensure vendor teams are focused on the goals and direction of Stamps.com
  • Work with Business Intelligence on call file and report breaks, following through to ensure issues are resolved quickly.
  • Work with in-house email team on hotkey requests for email and chat programs.
  • Work with CRM Team to manage Retention Matrix, Retention Tabs/offers when changes and updates are needed.

Qualifications

Additional Positon Duties:

  • Sit for prolonged periods of time
  • Utilize wrist and hands for a prolonged period of time
  • Walk short distances
  • Stand for short periods
  • Speaking and conversing with others
  • Lift up to 25lbs without assistance up to chest height

Required Education and/or Experience:

  • Bachelor's degree or relevant years of experience.
  • Ten (10+) Plus years of operations and performance management experience.
  • Five (5+) plus years of management or project leadership experience.
  • Two (2+) years of direct Management experience with 3rd party outsourced contract management.
  • Proven track record of achieving high levels of customer satisfaction, retention results, and meeting SLA's
  • Experience in cost management, strategic planning, and operations reporting
  • Experience with multi-location call centers.
  • Demonstrated ability to build a high performance team

Skills and Knowledge:

  • Ability to work in a metrics driven, fast-paced and dynamic environment.
  • Proactive and aggressive in problem solving.
  • Able to recognize and take action on opportunities while developing strong teams.
  • Top notch leadership skills – a role model
  • Excellent verbal, organization and written communication skills.
  • Experience working with process improvement methodologies.
  • Training and quality assurance experience.
  • Strong organization and project management skills.

Computer/Software/Application Proficiency:

  • Advanced proficiency in general computer use (MS Word, Excel and Outlook)
  • Working knowledge with contact center systems such as ACD, IVR, email, chat and other applications

Travel Requirements:

  • 60%+ of the time.
  • Valid Driver's License with proof of Auto Insurance.


Valid Through: 2019-9-16