Sr. Manager of Outsourcing Partnership for Customer Service - Chicago, United States - Super

Description

About

We started to help maximize lives-both the lives of our customers and the lives of our employees- so that everyone can experience all that life has to offer.

For our employees, our promise is that is more than just a job; it's an opportunity to unlock one's potential, where learning is celebrated and impact is realized.

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously.

This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team

Our Vendor Operations team cultivates partnerships that deliver exceptional customer experiences. We oversee key relationships with BPOs, ensuring alignment on performance standards, SLAs, MSAs, and staffing. We use data and technology to continuously improve and advance our agent and customer experience . We take pride in developing robust ecosystems that set our partners up for success. Our purpose is scaling service excellence through strategic vendor collaboration. We monitor KPIs but also foster collaboration and growth. Our team is devoted to upholding service quality while reducing costs and driving innovation. We enable partners to excel, creating shared value that allows us all to serve our customers better.

About this role

Join our team as the Senior Manager of Outsourcing Partnerships for Customer Service, where you'll play a pivotal role in revolutionizing our customer aid strategy.

This unique position offers the exciting opportunity to direct and advance our global BPO partnerships, directly impacting our customer satisfaction and operational efficiency.

You'll not only have the ownership of our BPO strategies but also the chance to build and refine these relationships from the ground up.

With direct exposure to C-suite executives and significant accountabilities in shaping our customer service approach, this role promises a dynamic environment with substantial impact and visibility across the company.

Responsibilities

• Strategically guide and advance relationships with BPO partners to ensure excellence in customer service while partnering on staffing, budgeting, and efficiency.
• Oversee performance metrics, ensuring partners meet and exceed contractual SLAs and KPIs.
• Drive continuous improvement and innovation within BPO operations, implementing best practices and new technologies.
• Drive cross-functional efforts to align BPO strategies with company-wide customer service objectives.
• Oversee vendor contracts, negotiations, and partnerships, fostering strong, productive relationships.
• Lead Country Managers to conduct regular performance reviews, leveraging data analytics to identify areas for enhancement.
• Head a team that is the primary point of contact for escalations and critical issues, ensuring swift resolution.
• Motivate the Agent Success Learning & Development team, driving quality improvement initiatives and comprehensive agent training programs to enhance performance and ensure continuous growth.

About you

• 5+ years experience in multiple BPO management or customer service operations, focusing on outsourcing partnerships.
• Proven track record of enhancing customer service through effective vendor management.
• Strong analytical skills, with experience leveraging data to inform strategic decisions.
• Demonstrated ability to lead cross-functional projects and initiatives to successful completion.
• Excellent negotiation and relationship management skills, with experience in contract management.
• Experienced people leader supporting teams of varying agent success disciplines.

Bonus Points

• Experience with CRM and WFM tools.
• Familiarity with global customer service operations and multicultural nuances.
• Background in process improvement methodologies (e.g., Six Sigma, Lean).
• Prior involvement in tech-driven customer service innovation.
• Project management certification (e.g., PMP).

$111,000 - $225,000 a year

As part of our compensation philosophy at we benchmark roles based on geographic location. The base salary range for this position is $110,000 USD - $225,000 USD.

We Believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company.

We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.