Operations Manager 3

Pay rate range- $38/hr. - $40/hr.
Fully onsite

Education and Years of Experience:
1) 5+ years of work experience managing BPO operations as client and/or vendor.
2) Bachelors degree preferred

Top Skills:
1) Vendor Management
2) Business Analysis
3) Artificial Intelligence

Summary:
The Vendor Relationship Manager is responsible for managing the relationship between the organization and its vendors. This includes ensuring vendors meet contractual obligations, managing vendor performance, and resolving any issues that arise.
Additionally, the Vendor Relationship Manager is responsible for staying up-to-date with industry trends and regulations to ensure compliance. They must also stay informed of changes to vendor offerings and services in order to maximize value. This role involves strategic planning, performance monitoring, and continuous improvement initiatives to optimize service quality, efficiency, and cost-effectiveness.
Vendor Relationship Manager must be good team player, working closely with colleagues across the organization in operations, quality, training, finance, procurement, to understand and meet the requirements and expectations of the business

Responsibilities:
• Accountable for optimal vendor performance and operational efficiencies
• Develop and maintain strong relationships with vendors and BPO partners to ensure alignment with organizational goals.
• Communicating with Senior level team members about vendor performance and relationship
• Being an advocate of our partner to internal management and support teams
• Providing leadership, empowerment and motivation to professional level vendor partners
• Conduct regular performance reviews and provide actionable feedback to vendors/BPOs for continuous improvement.
• Collaborate with internal stakeholders to define customer service strategies and ensure alignment with business objectives.
• Identify opportunities for process optimization, technology integration, and cost savings.
• Developing and driving a "can-do" performance model and atmosphere
• Building and fostering of a robust, transparent and cooperative relationship and partnership between SEA and our partners
• Executing various vendor management program elements, such as quarterly business reviews, analysis and reporting of performance against scorecards
• Collaborates with all segments of leadership responsible for process design and development, process monitoring, and policy and procedure development
• Utilize reporting and metrics to manage performance and drive to goals, objectives and measurements
• Developing deep, strategic relationships with telco vendors
• Work closely with internal and external parties to resolve problems with vendor performance, diagnose issues and assist with rehabilitation or remediation plans

Qualifications
• 5+ years of work experience managing BPO operations as client and/or vendor.
• Experience in Digital Operations and Management, a plus
• Excellent verbal, written and presentation skills to communicate with multiple types of vendor stakeholders
• Collaborative, creative, highly responsive to clients and attentive to detail
• Operational follow-through, able to work in a team environment, sometimes under tight deadlines
• Flexible and adaptable when dealing with change
• An amazing team player, understanding cultural barriers and bridging business gaps.
• Solid Project Management experience and ability to oversee multiple projects at once.
• Strong analytics and reporting background, with the ability to build scorecards/dashboards independently.
• An ability to identify upstream blockers, prioritize solutions and communicate effectively.
• Familiarity with automation tools and AI-driven customer service solutions.
• Ability to travel both domestically and internationally (20% of the year)