Vendor Operations Manager
6d ago

About Thumbtack

Thumbtack connects millions of people in the US with local professionals for their projects. With almost 1,000 different services to choose from, you’ll find pretty much anyone you’re looking to hire.

A contractor to remodel your kitchen. A tutor to teach you French. A dog trainer to save your furniture from puppy accidents.

An officiant, florist, caterer (and every other vendor you might need) for your perfect wedding.

Thumbtack has officially opened its first global office in the Philippines and we’re ready to start hiring. If joining one of Silicon Valley’s top tech startup company and being part of a pioneering team in the Philippines sounds like a good career move for you, then come check out this job role we’re hiring for.

About you

As a Vendor Operations Manager, you will have the opportunity to lead and maintain business relationships with our vendor partners and help ensure best-

in-class support solutions for Thumbtack’s customers and professionals. You will work with our vendor partners to help them meet defined performance, quality and impact metrics across multiple sites (including line adherence).

You will be their strategic partner and you’ll be collaborating with multiple stakeholders (internal and external, local and foreign) to help vendor partners achieve mutual goals and objectives and deliver best in class customer service from our sites in the Philippines.

What you'll do

  • Vendor and Performance Management :
  • Help develop action plans to reduce variation in performance against multiple sites.
  • Keep a close eye on core metrics that impact customer satisfaction, process compliance and operation efficiency.
  • Partner with the vendors and stakeholders to analyze core metrics and ensure that correct action plans are in place to improve on all opportunity areas.
  • Attend business reviews (weekly, monthly, quarterly) with site management and internal teams to ensure actions are executed to plan.
  • Ensure that the core metrics are collected and reported with integrity, and are understood and acted upon by the respective sites.
  • Manage multiple lines of businesses at different maturity stages
  • Coordinate and ensure the rollout of new tools, processes, and procedures.
  • Stakeholder Management :
  • Coordinate with vendors and internal teams to ensure that all are working toward consistent performance goals for the benefit of overall customer experience.
  • Build strong relationship with vendor teams and internal stakeholders and ensure that there is a partnership between the two.
  • Work with the partners from San Francisco and Salt Lake offices to improve policies and processes
  • Present weekly metrics in global meetings and provide operational and business insights
  • What will make you a perfect fit for this role

  • Minimum 5 years of demonstrated work experience in a contact centre environment including customer service management with phone, email and text / chat solutions in an inbound contact centre.
  • Experience and knowledge of vendor contracts and negotiation principles preferred.
  • Metro Manila location and willing to work night shifts (9pm to 6am) or early morning shifts (3am to 12nn).
  • Required to visit vendor sites 2-3 days per week.
  • Apply
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