Vendor Performance Manager jobs at Mcafee in United States, Frisco

This position is based in Frisco, TX. You will be required to be onsite in our Frisco, TX office 5 days per week. We are only considering candidates within a commutable distance to Frisco and are not offering relocation assistance at this time.

About the role:

• Leadership & Strategy: Lead the newly created Customer Experience Lab team to identify gaps in the customer or expert experience and execute process and system optimization initiatives

• Foster collaborative environment across departments to ensure alignment and buy-in for process, system, and performance improvements

• Serve as key point of contact for stakeholders regarding performance enhancement efforts

• Accountable for identifying and facilitating continuous refinement of customer and expert experience

• Conduct experiments to determine how might process and systems be improved

• Oversee pilot testing of new processes and system designs and ensure they meet performance goals

• Communicate process changes and performance improvement initiatives effectively to stakeholders at all levels, ensuring understanding, engagement, and support

• Partner to develop communication strategies that promote transparency and alignment

• Utilize performance data to identify areas for improvement, measure success, and guide decision-making processes

• Ensure improvement initiatives are grounded in data-driven insights

• Mentor and develop the Customer Experience Lab team, fostering a culture of excellence, continuous improvement, and customer-centricity

• Provide guidance and support to team members to achieve their professional growth and performance goals

About you:

• 8+ years of experience in process and performance improvement with solid history of leading cross-functional teams in a customer experience environment. Proven track record of driving both process optimization and performance enhancement initiatives required

• 5+ years’ experience in technical support type role

• Strong leadership and team management skills, with ability to inspire and guide diverse team of professionals

• Experience mentoring and developing high-performing teams

• Exceptional analytical skills with ability to leverage and interpret data to drive decisions and measure impact of improvement initiatives. Strategic thinker focused on achieving organizational goals through process optimization

• Established expertise in written communications for both customer and cross-functional audiences

• Excellent communication and presentation skills with ability to effectively convey complex process changes and performance improvement strategies to a variety of stakeholders

• Familiarity with Lean Six Sigma methodologies and their application in process improvement. Certification at a Green Belt level or higher is highly desirable

• Thrive in fast-paced, dynamic environment with changing priorities

• Proactive in improvement opportunity identification and driving continuous enhancement of processes and performance

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

This is a remote position; however you will be required to be onsite at our Frisco, TX office occasionally. We will only consider candidates who are a commutable distance to Frisco or Dallas and are not offering relocation assistance at this time.

• Lead team of WD tools Analysts to provide end-user support and assist with user inquiries and requests
• Experience and expertise with administration: configuration, maintenance, and user support of modules Financial Management (FIN), Financial Planning (PLNF), Projects (PRJT), Expenses (EXP), Procurement (PRO), Accounting Center (ACC) and Strategic Sourcing (SRCEXP).
Lead the team to:
• Analyze bi-annual release notes and understand how they impact configurations. Work closely with HCM support team on what we uptake and what we pass on
• Perform advanced research, analysis, and coordinate testing for both reported issues and new functionality within all modules
• Create and maintain custom reports, dashboards, and key performance indicators (KPIs) within various modules to provide timely and accurate information to management/stakeholders
• Continuously evaluate and improve financial processes and workflows to enhance efficiency, accuracy, and data integrity
• Collaborate with internal teams (Accounting, Finance, Tax and Internal Audit) and IT teams to ensure systems are effectively aligned with IT business requirements and that financial processes and data within Workday comply with regulatory requirements, accounting standards, and internal controls
• Assist with conducting data audits and implementing data quality measures to maintain data integrity to ensure accurate and up to date financial data elements (e.g., chart of accounts, vendor information, customer information, fixed assets)
• Collaborate with internal and external auditors to facilitate audits and address any audit findings related to systems and processes
• Create and maintain training materials and documentation to assist users in maximizing the capabilities of FIN/PAY
• Provide training and guidance to end-users on utilization of FIN/PAY functionality, self-service features, and best practices

• At least 8 years (we’d love more!) of work experience with at least one year of end-user experience with Workday financial functional area (Core Financials/ Financial Accounting, Expenses, Procurement)
• At least 3 years (we’d love more!) managing a team
• BA/BS/BBA degree in Finance, Accounting, Information Technology, or related field preferred
• Must have completed one Workday advanced skills course: Advanced Reporting and Analytics, Calculated Fields, Composite Reporting Fundamentals, Customer Accounts & Customer Contracts, Financial Accounting, Inbound EIB Integrations, Supply Chain Management (SCM).
• Working knowledge of financial processes, accounting principles, and financial management practices
• Knowledge of Workday Security
• Ability to provide advanced research, analysis, and testing of reported issues and/or new functionality.
• Workday Pro Financials certification or other relevant financial analysis certifications preferred
• Experience with system troubleshooting and problem-solving a plus
• Experience with providing user support and training a plus
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and explain financial concepts to non-financial stakeholders
• Ability to prioritize tasks, meet deadlines, and work effectively in a fast-paced environment
• Ability to work independently and lead a team
• Ability to learn new technologies and adapt to change
• A strong desire to learn and grow in a challenging environment

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

The Vendor Performance Manager is pivotal in managing outsourced service operations and ensuring exceptional customer experiences. This role requires extensive experience in contact center management, vendor relations, and a deep understanding of customer service metrics and processes. Your ability to drive change, foster engagement, and deliver outstanding results will be key to your success.This position is based in either San Jose, CA or Frisco, TX. You will be required to be onsite on an as-needed basis. We are only considering candidates within a commutable distance to one of the two locations and are not offering relocation assistance at this time. This role requires international travel to our vendor/customer support centers located in Japan, India, Philippines, Nicaragua, Guatemala, Monterrey, Mexico, Colombia, Bulgaria.

• Ensure CSPs (Customer Service Partners) fully understand their contractual obligations and how these requirements support business objectives.
• Drive operational excellence at BPOs for programs such as Technical Support and Retention, taking ownership of the contracts you manage.
• Monitor BPOs’ performance against KPIs, including associated bonuses or penalties, and evaluate their performance metrics and targets.
• Execute CSG Governance Model with BPOs, providing input and participating in Monthly and Quarterly Business Reviews (MBRs/QBRs) or any updated VMO Governance model requirements, to ensure results-focused and performance-oriented sessions.
• Collaborate closely with cross-functional teams to develop and implement continuous performance improvement strategies for customer satisfaction, retention, and revenue.
• Share best practices by participating in cross-functional teams within BPOs and VMO, leveraging these across the CSG footprint for Technical Support, revenue, and channel types.
• Track actual vs. budgeted spend on a weekly and monthly basis; coordinate and analyze all related financial data as appropriate.
• Manage all assignments towards achieving and complying with assigned COPC standards and requirements.
• Travel up to 25%, this role requires international travel to our vendor/customer support centers located in Japan, India, Philippines, Nicaragua, Guatemala, Monterrey, Mexico, Colombia, Bulgaria.

• Strong understanding of outsourced service operations, pricing models, and BPO relationship management to deliver excellent customer experiences for McAfee.
• 7+ years (we’d love more!) of experience in contact center management, with at least 3 years in vendor management.
• COPC Outsourced Operations Leader or Customer Experience Performance Leader certification is a plus.
• Proficient in VMO cost containment processes with a proven ability to execute them effectively.
• Extensive knowledge of managing both human-assisted and digital customer channels.
• Deep analytical understanding of contact center metrics, enabling data-driven decision-making and problem-solving.
• Skilled in building relationships and collaborating to drive positive and effective change.
• Acutely aware of cultural nuances in a global support environment and capable of adapting strategies to achieve desired results.
• Multilingual skills (Spanish) are a plus.
• Passionate about problem-solving, delivering KPI results, and fostering change and engagement.
• Strong critical thinking and analytical skills.
• Understand the impact of implemented changes and upgrades.
• Demonstrated ability to work independently with a strong sense of ownership.
• Ability to collaborate with different business units across various time zones and countries.
• Ability to interpret and understand operational reports.
• Project management capability.
• Team player who develops strong relationships, influences stakeholders, and drives cross-functional alignment to achieve strategic objectives.

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

VP Global Talent, Performance & Culture

About the Role:

• Strategic Leadership: Balance strategic thinking with hands-on execution to drive the global strategy and agenda.

• Talent Solutions: Develop talent solutions, processes, tools and resources to enable core talent practices (performance management, succession management, talent identification and assessment, etc.)

• Global Learning & Leadership Development: Lead a global learning and leadership development strategy that engages employees in their growth and development

• Employee Engagement: Implement employee listening strategies and employee surveys to ensure employee voices are heard and acted upon

• Cultural Transformation: Support and enable the transformation of organizational culture in alignment with our growth strategy and ongoing business transformation

• Succession Management: Lead the succession management practice, including strategies to identify, develop, and retain successors

• Inclusion & Diversity: Lead inclusion and diversity initiatives to foster an inclusive workplace

• Talent Routes & Pipeline Planning: Steward talent routines and critical talent pipelines with a focus on development, acceleration, and retention of talent.

• Data & Insights: Curate regular data, insights, and metrics related to talent, learning and employee experience

• Collaboration: Partner closely with business and HR leaders to advise on talent decisions and talent, learning, and employee experience strategies to life

• Vendor Management: Manage strategic vendor partnerships in support of McAfee learning and leadership development programs

• Team Leadership: Lead a team to support the execution of the talent, learning, and employee experience strategy

• Strategic HR Initiatives: Support broader strategic HR and People initiatives as needed

About the You:

• 10+ years of active, hands-on experience building and implementing learning strategies with a focus on improving leadership capability, talent strategies, and organizational learning.

• Experience leading, mentoring and managing a diverse, globally dispersed team

• Experience designing, developing, and supporting organization-wide talent programs that cover performance management, talent development, coaching, succession planning, data analytics and relationship management

• Strong organizational delivery through teams and demonstrated delivery of policies and processes. Impeccable managerial skills allowing you to collaborate and be influential across all cultures and levels of the organization.

• Work across the team and with essential business leaders to influence the decision-making process.

• Credible Coach for senior leaders.

• Experience driving company-wide diversity learning initiatives

• Leader that cultivates trust and openness.

• Oversee the development of complex projects while not shunning the daily operational issues that need to be solved to guarantee a strong internal customer focus.

• Comfortable in providing direct input in a positive and respectful manner to leadership, giving one's opinion based on expertise.

• Expertise in leading Learning and Development curriculum development, instructional design, implementation, and facilitation, including D&I development programs.

• Creative, fresh approach to developing a diverse employee base.

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support for Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

The starting pay range for this position is $1.00-$749,999,999.50. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner.

Please click to viewand download theJob Applicantjob applicantswho are residents of the state of California.

Manager - Global Retail eCommerce SalesThis is a Hybrid position located in either San Jose, CA or Frisco, TX. You will be required to be onsite on an as-needed basis, typically 1 to 6 times a month. We are only considering candidates within a commutable distance to one of the two locations and are not offering relocation assistance at this time.

• Build and nurture long-term, healthy relationships with key eCommerce partners like Amazon, ensuring that both sides are aligned on goals, expectations, and opportunities for growth.
• Deliver profitable business growth and ensure the achievement of profitable business growth through the implementation of strategic sales initiatives and optimization of resources.
• Partner with the global sales team and develop new executive business relationships that identify and ensure new channel growth initiatives.
• Engage professionally with retailer executive teams to ensure growth objectives alignment and synergy.
• Build the go-to-market motions for new sales channels in alignment with the global Geo leaders.
• Optimize retail digital marketing and advertising strategies and develop and execute strategies that are accretive and deliver measurable sales growth within the specified period.
• Implement a sales cycle that encourages customer engagement in product activation and renewal, thereby maximizing lifetime value of a subscription for a customer.
• Build new business plans with detailed financials aimed at driving long term valued growth.
• As an individual contributor driving strategic expansion, use coaching as a tool to foster a culture of continuous learning and growth across team members.
• Set smart (specific, measurable, achievable, relevant, time-bound) goals for themselves to ensure clear direction and accountability.
• Be a strong executive presenter, able to use case study, financial and data driven principles to advocate for any strategic recommendations.
• Advocate for customers across every touchpoint in a subscription journey to guarantee proper brand positioning, a seamless onboarding experience, and a valued long term customer relationship.
• Make data-driven decisions, utilizing various market research and analytic programs across the organization to monitor key metrics and pace performance.
• Be a perpetual student of their environment, constantly researching and learning ways to optimize business operations and extract the best performance from team members.
• Ideally bring experience and relationships with international retailer executives in the software or PC hardware industry.

• 8-10 years of experience in a similar field.
• Leadership skills and demonstrated ability to lead and inspire a sales team, driving performance through effective coaching and mentoring.
• Strong analytical skills with the ability to interpret data and make informed decisions that drive business growth.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Strong problem-solving abilities, with a strategic mindset and the capacity to navigate complex business challenges.
• Proficiency in relevant software and analytic programs used for tracking performance metrics and optimizing marketing strategies.
• Flexibility and adaptability to thrive in a fast-paced and dynamic business environment.
• Preferably a bachelor's or a master's degree in business administration, marketing, or a related field.
• Maintaining a positive attitude, bringing energy and enthusiasm to the workplace every day, and striving to uplift and improve those around them.
• A winning mindset and the ability to drive success in all business endeavors.

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• 401k Retirement Plan
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support for Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

The starting pay range for this position is $203,000.00-$333,500.00. McAfee takes into consideration an individual’s skillset, experience and location in making final salary determinations. For further details, please discuss with the Talent Acquisition Partner.

Please click to viewand download theJob Applicantjob applicantswho are residents of the state of California.