דרושים Vendor ב-United States, California, San Jose

You will lead a team responsible for driving performance across multiple strategic BPO/vendor relationships, with accountability for experience quality, efficiency, and alignment to our business goals. As a senior leader, you will set the strategic vision for partner operations, develop strong cross-functional relationships, and implement programs that scale support for our high-value customer segments.

• Champion customer and expert experience excellence, driving vendor teams to deliver high-quality outcomes that resolve customer issues, drive satisfaction, and support business growth.
• Lead the operational performance of vendor-delivered support services, ensuring delivery on experience metrics, operational efficiency, and budget targets.
• Act as a strategic partner in evolving our service model and support footprint, especially for mid-market and complex customer segments.
• Design and implement scalable solutions that align partner capabilities with evolving customer expectations and product needs.
• Foster a culture of continuous improvement, working with internal and partner teams to identify and remove friction, experiment with new approaches, and enhance frontline capabilities.
• Drive end-to-end strategic alignment across product, sales, and customer success to support integrated customer and expert journeys.
• Partner with forecasting, demand, and analytics teams to enhance accuracy in planning and drive accountability to performance targets.
• Collaborate with Ops Strategy & Finance to develop and deliver on aligned operational and financial goals.
• Provide thought leadership on the strategic direction of the vendor partner ecosystem, shaping service delivery approaches and partner sourcing strategy.
• Establish and lead partner calibration and governance processes, ensuring consistency in quality, experience, and accountability across all vendors.
• Thrive in a high-change environment, leading with agility and embracing continuous evolution.
• Work closely with technology, automation, and enablement teams to bring platform-powered tools and AI to vendor operations, enhancing efficiency and support quality.
• Champion a culture of customer and expert advocacy, driving a mindset of excellence and ownership across the vendor partner ecosystem.
• Inspire, coach, and lead internal vendor management teams, fostering a culture of transparency, empowerment, and high performance.

• 10+ years of experience leading customer service delivery and vendor/BPO partnerships, with proven success in managing multi-site or global teams
• Track record of leading complex partner ecosystems, including performance management, escalation handling, and strategic relationship building
• Deep experience in high-value or premium support delivery, ideally in a fast-paced, customer-centric organization
• Strong people leadership with experience managing internal teams and influencing large (1,000+) external workforces
• Proven ability to operate cross-functionally, partnering with Product, Finance, Ops, and Tech teams to deliver integrated outcomes
• Expertise in developing and implementing customer journey improvements, operational playbooks, and scalable support solutions
• Strong analytical and business acumen, with the ability to build compelling business cases, forecast impact, and manage budgets
• Demonstrated ability to navigate ambiguity, drive change, and lead complex initiatives with urgency and clarity
• Excellent communication skills—verbal and written—with the ability to represent the team and strategy to senior leadership
• Bachelor’s degree required; MBA or relevant graduate degree preferred. Equivalent work experience will be considered.
• Experience with contact center platforms, outsourcing strategy, or CX technology (e.g., AI, RPA, knowledge tools) is a strong plus