Experienced Vendor Manager – Customer Experience and Operational Excellence

At arenaflex, we're revolutionizing the way we deliver exceptional customer experiences. As a leading innovator in the industry, we're seeking an exceptional Vendor Manager to join our Amazon Customer Service (CS) team within Global Outsourcing (GO). This is an incredible opportunity to shape the future of customer support, drive operational excellence, and collaborate with other arenaflex teams to positively impact customer experience.

About arenaflex

arenaflex is a customer-centric company that's passionate about delivering exceptional experiences to our customers. We're committed to innovation, customer obsession, and operational excellence. Our CS GO team manages a network of outsourced contact center vendors to provide CS front line support capacity, flexibility, and cost benefits while delivering exceptional experiences to our customer base. We're a dynamic team that's based out of Delhi and Seattle, and we're looking for a talented individual to join our team.

Job Summary

We're seeking an experienced performance management leader to join our CS GO team as a Vendor Manager. This leader will manage external vendor relationships, drive operational excellence and innovation, and collaborate with other arenaflex teams to positively impact customer experience. The ideal candidate will draw from their experience in Business Process Outsourcing (BPO) account management, contact center key performance indicators, and corporate leadership roles, demonstrating their ability to manage relationships, think strategically, drive process improvements, and make data-backed decisions in a high-stakes, high-speed environment.

Key Responsibilities

* Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service delivery

• Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction
• Assist with defining long-term vendor strategy
• Identify, develop and optimize organization processes, playbooks, or tools
• Deep dive inefficiencies; drive improvement through scalable mechanisms
• Triage issues, owning resolution, root cause analysis, and corrective action plans

A Day in the Life

As a Vendor Manager at arenaflex, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You'll be responsible for managing external vendor relationships, driving operational excellence and innovation, and collaborating with other arenaflex teams to positively impact customer experience. You'll have the opportunity to work on high-impact projects, drive process improvements, and make data-backed decisions in a high-stakes, high-speed environment.

Qualifications

* Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions

• Experience analyzing data and best practices to assess performance drivers
• Bachelor's degree or equivalent experience required
• 4+ years of relevant BPO customer service management experience
• Experience driving projects to completion using change management or project management frameworks

Preferred Qualifications

* MBA

• Lean/Six Sigma experience

About the Team

Our CS GO team is a dynamic and detail-oriented team of four that's based out of Delhi and Seattle. We practice a partnership-first philosophy of vendor management by working tirelessly to remove obstacles for our vendors in order for our team to insist on the highest standards in performance. We're a team that's passionate about delivering exceptional customer experiences, and we're looking for a talented individual to join our team.

Benefits

* Medical, Dental, and Vision Coverage

• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan
• Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Compensation

The base pay for this position ranges from $110,200/year in our lowest geographic market up to $182,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.

Why Join arenaflex?

* We're a customer-centric company that's passionate about delivering exceptional experiences to our customers.

• We're committed to innovation, customer obsession, and operational excellence.
• We offer a dynamic and inclusive work environment that's passionate about delivering exceptional customer experiences.
• We offer a range of benefits, including medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan.
• We offer equity, sign-on payments, and other forms of compensation as part of a total compensation package.

How to Apply

If you're passionate about this role and want to make an impact on a global scale, please apply via our internal or external career site. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Apply for this job