Responsibilities

About the Team: Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners and creators. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users. As a Vendor Operations Manager, you will be responsible to ensure the BPO companies are cost-effective and productive, including negotiating contracts, overseeing performance, and resolving issues. You will also work with internal teams to align BPO services with company goals and stay updated on industry trends to drive innovation. Responsibilities: - Establish, maintain, and oversee relationships with BPO vendors, ensuring cost-effectiveness and productivity. - Regularly assess vendor performance, ensuring they meet contractual obligations and service level agreements. - Negotiate contracts and terms with current and potential BPO vendors. - Coordinate with internal and external stakeholders, ensuring alignment of objectives and clear communication. - Work closely with cross-functional teams to align BPO services with company needs and objectives. - Resolve conflicts and address vendor-related issues in a timely manner. - Analyze performance metrics, implementing corrective measures when needed. - Travel to BPO vendor sites for evaluations, meetings, and relationship strengthening. - Lead the selection, evaluation, and onboarding processes for potential BPO vendors (if needed). - Regularly produce and present detailed reports on vendor performance, risks, opportunities, and other relevant metrics. - Stay updated on industry trends, driving innovation in BPO management and ensuring competitiveness. - Ability to travel frequently (25% - 50%).

Qualifications

Minimum Qualifications: - Bachelor's degree in Business, Management, Operations, or a related field. - +5 years of experience in BPO/vendor management or a related role. - Proven track record in end-to-end BPO management, including the selection phase, is highly desirable. - Strong negotiation and contract management skills. - Ability to effectively coordinate with both internal and external stakeholders. Preferred Qualifications: - Proficiency in producing and interpreting detailed reports - Strong analytical and problem-solving skills. - Excellent communication and interpersonal abilities. - Familiarity with the BPO industry, including its trends and best practices. - Capacity to multitask, prioritize, and operate efficiently in a fast-paced environment.

Job Information