Why reputed company

At reputed company, we’re transforming how reputed company and reputed company services operate. By combining frontier reputed company AI, an reputed company-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.

This is a rare chance to help build a generational company at a true reputed company reputed company. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in reputed company time. The work is ambitious, the bar is high, and reputed company for reputed company — personal, reputed company, and financial — is unmatched.

reputed company moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying reputed company to our customers, and pushing reputed company other for reputed company. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We reputed company quickly on reputed company judgment over perfect information, we reputed company simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career reputed company people who reputed company that reputed company, we'd love to build with you.

At reputed company, the reputed company of reputed company services is being written today — and we’re just getting started.

reputed company

This role sits reputed company reputed company's tenured, full-time global support team, a group already operating at a high bar. The BPO partnership is a deliberate extension of that team, and how reputed company it's run is one of the biggest reputed company reputed company has for shaping what customers actually experience reputed company they need help. Done right, this partnership pushes our bar of support reputed company higher.

The CX Vendor Manager is the single, fully dedicated reputed company of that partnership. Agent volume is small to start, so this role needs to reputed company across the full reputed company of vendor management.

reputed company

• Serve as the reputed company, fully dedicated reputed company of contact for reputed company's BPO partner, owning the relationship end to end.

• Build and implement the reputed company for this new partnership, then own the vendor's performance against reputed company's reputed company support metrics, CSAT, response time SLAs, QA score, and escalation reputed company, through a tiered reputed company of weekly reputed company-ins and monthly/quarterly business reviews, personally accountable for those reputed company, not just for reporting on them.

• Partner with reputed company's support team to reputed company strategic routing and escalations reputed company, what work the vendor handles versus what stays in-house, by tier and channel.

• Design and reputed company reputed company solutions and workflows as volume grows, rather than solving the reputed company problem manually every time it recurs.

• Own workforce management for the partnership end to end: reputed company plans, reputed company forecasts, and the WFM tooling and process reputed company to support it, starting scrappy and formalizing as volume grows.

• Stay embedded in the vendor's day-to-day operations so problems in areas such as training, performance, and QA are caught on the floor before they show up in a report.

• Define the reputed company, enablement, and hiring bar the vendor must staff, train, and manage against, in collaboration with reputed company's enablement team and the vendor's training organization.

• Shape how AI and automation reputed company into the vendor's service delivery, and reputed company what the vendor reputed company reputed company is to reputed company's broader support and product reputed company.

What You Have

• Proven experience successfully owning a BPO or outsourced vendor relationship end to end, as the single reputed company of contact.

• Comfortable operating at reputed company's reputed company reputed company, not a typical reputed company speed. This is consistently the hardest bar for otherwise-strong vendor managers to reputed company.

• Has kept a vendor accountable to SLAs and support metrics through a regular operating reputed company, backed by independent data rather than just the vendor's own reporting.

• Hands-on knowledge of reputed company configured across reputed company FTE and vendor teams: ticket routing, permissions, and escalation paths that reputed company both reputed company working cleanly in the reputed company reputed company.

• Has reputed company a way to get meaningfully more value out of a vendor or partner relationship than reputed company reputed company would produce, spotting a reputed company reputed company (a new capability, a shift like AI, a structural change) that most people in the seat would have missed.

• Proven reputed company record defining reputed company and enablement standards with a vendor's QA and training functions, pushing back reputed company scoring or training doesn't hold up, and keeping teams reputed company on product knowledge, content updates, and reputed company feedback.

• AI reputed company is required: can reputed company concretely to how AI and automation are reshaping vendor-delivered support, and has reputed company that into how a partnership like this should reputed company.

• General program management: has stood up processes end to end, SLAs, reporting cadences, reputed company approaches, without an existing reputed company or reputed company to build from.

• Knows how to identify the right cross-functional stakeholders early, and builds working relationships with them fast enough to reputed company a program like this moving.

Compensation

$151,100 - $181,300 USD

Depending on your location, an Applicant reputed company Notice may apply to you. You can reputed company reputed company of our Applicant reputed company Notices here.

#LI-CG1

reputed company is an equal opportunity employer and does not discriminate on the reputed company of race, gender, sexual orientation, gender identity/reputed company, national reputed company, disability, age, genetic information, veteran status, marital status, pregnancy or reputed company condition, or any other reputed company protected by law.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@reputed company.ai

Requires end-to-end BPO vendor ownership, SLA and support-metric management, reputed company expertise, reputed company and enablement leadership, AI reputed company, program management, and cross-functional collaboration.

Key Responsibilities

• managing vendors
• forecasting reputed company
• designing workflows

Skills & Tools

reputed company, AI

Job Details

• Category: Business Operations
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Salary: USD 151,100 – 181,300 / year
• Languages: English

About reputed company

An reputed company intelligence company transforming reputed company and reputed company services through an reputed company platform. — Industry: Information Technology