As the Vendor Manager, you will be responsible for managing the partnership and performance of Vivino’s outsourced customer support contact center to drive improvements in key performance indicators.
Business Operations and Process Improvement/Project Management The Vendor Manager - Americas, will join Vivino’s Customer Experience (CX) team based in San Francisco, CA. In this role, 40% of your day-to-day functions will be around business operations, and about 30% will be around process improvements and managing projects for the CX team. As a part of this role, you will travel approximately 15% to the contact center site in Manila, Philippines.
Your key responsibilities will be to:
Oversee the operational controls and performance of our Business Process Outsourcing (BPO) partner to include the following:
Facilitate weekly operational meetings to ensure compliance with our guidelines, policies, and procedures.
Lead calibration sessions with BPO partners to align on live monitoring and the evaluation processes and improve quality scores and additional support metrics.
Forecast headcount requirements and lead Workforce Management meetings with BPO partners to ensure accuracy of staffing.
Analyze Customer Support KPIs to ensure SLA standards for interaction and case handling are met.
Take partnership with Operations teams to address pain points and improve the experience of both sellers (merchants) and buyers (customers).
Business review/monitor phone calls
Strategic Thinking and Data Analytics driven
We are looking for a candidate who can use data analytics and strategic planning, to develop and operationalize improvements/changes to existing processes and workflows and create dashboards. Moreover, we hope to see that you are highly organized and can manage multiple work items simultaneously. You should also be adaptable and use an open communication style to establish and maintain key cross-functional partnerships effectively.
Additionally, you will be responsible for managing the daily/weekly/monthly performance of the customer support team, and monitoring the tier 3 support queues. As well as managing tool access for agent onboarding & offboarding processes.
We also envision that you have and can demonstrate:
A Bachelor's degree
At least two years of vendor management/BPO management experience overseeing an external customer support team
Experience working with business intelligence tools to build viable reports and dashboards, for analyzing results, and building business cases and project framework
Strong written and verbal communication skills and ability to present information in a clear and concise manner
Experience working in a fast-paced environment and ability to manage projects, deliverables, and workload, with a varying degree of complexity and difficulty
Project management experience with a focus on root cause analysis and designing/implementing projects to impact key performance indicators
Familiarity with CX performance metrics, including, but not limited to: Contact Rate, NPS (Net Promoter Score), CSAT (Customer Satisfaction), Quality Assurance scores, and interaction KPIs (ASA, TTFR, AHT, etc.)
Working at Vivino Over the next ten years, the global market for online wine sales is expected to grow significantly, and Vivino will be at the forefront of this growth. Now is the time to join a fast-paced and evolving team. Working at Vivino is both challenging, fun, and rewarding. We have an incredible, multicultural, and truly international work culture where we take care and look out for each other. We offer unlimited paid time off, 100% medical coverage, as well as a stocked fridge and catered lunches twice a week. Furthermore, you will get discounts on wine purchases and invitations to tastings and events regularly for you to expand your knowledge about the wonderful world of wine.
Who are we? TRUSTED BY MILLIONS TO DISCOVER AND BUY THE RIGHT WINE EVERY TIME
Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino's unique wine shopping experience leverages community data to suggest personalized wine recommendations for each individual user. In addition to making wine discovery fun and effortless, Vivino is the best place for wine drinkers to buy wine. The Vivino app is available for download on Android and Apple devices.
We are a fast-paced, growing team with offices in San Francisco, California, and Copenhagen, Denmark. We also have teams worldwide in the UK, Netherlands, Italy, Spain, Germany, France, Ireland, Australia, Shanghai, and Hong Kong.
Our team is passionate about our core purpose - to empower people everywhere to enjoy wine to the fullest. We do that every day by building technology and leveraging data that puts the power back in the hands of the consumer. We do not see wine as a commodity but as an offering of a cultural experience that was once out of reach for many but is now open to everyone.
Our five core values are:
Always Strive for Better
Earn and Offer Trust
Lead with Data
Commitment to diversity and inclusion Vivino is an equal opportunity employer and prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status, and veteran status any other characteristic protected by applicable law.
This job comes with several perks and benefits
Enjoy a free catered lunch with your colleagues, every day.
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Peckish after lunch? We got your back with soft drinks, treats and fruit.