Vendor Relations Manager

Wish.com • San Francisco, CA 94118

Posted 2 weeks ago

Job Description

Wish is the leading mobile commerce platform in North America and Europe. Our mission is to bring a high selection of affordable goods to everyone across the globe. With over 300 million users across the world, Wish is defining and building the future of mobile shopping.

Wish is committed to providing customers with the best possible shopping experience. We are looking for a Vendor Relations Manager to own the relationships with our Customer Support vendors. We are looking for a great communicator with solid knowledge and experience in the space.

As the Vendor Relations Manager, you will be responsible in defining the strategy, key metrics and managing the building, training and day to day operations of our global outsourced operations. You are a passionate, data-driven, and business focused individual with a knack for customer obsession.

This position will report to the Director of Customer Experience.

What you'll do

* Be the single point of contact for all of our customer support vendors

* Play a critical role in selecting, building, and managing a high performing outsourced operations team focused on customer support

* Day-to-day delivery and management of our global outsourced operations against service level targets, strategic initiatives and reporting to internal leadership

* Analyze vendor performance statistics and pain points to recommend optimized solutions to drive efficiency and scale

* Collaborate with Finance to manage all vendor financials, staffing, ensuring compliance against budget and financial penalties

* Collaborate with other stakeholders in the company to drive policy changes, quality results, and training for the vendors

* Lead the implementation of Wish's BPO initiative, taking responsibility for all aspects of the success of the programs from contract work through training, launch, scaling, and performance management

* Lead negotiations for all future vendor contracts

* Own relationship management and service delivery to ensure that BPOs meet and exceed Customer Success expectations

* Travel both domestically and internationally 10-20% of the year

Who you are

* Bachelor's degree or higher required

* 5+ years of client-focused outsourcing experience

* A drive for solving problems, building efficient processes, infrastructure and tools to scale a team

* Strong quantitative analysis skills and a data driven approach to problem solving

* Excellent written and verbal communication skills

* Experience managing vendor relationships and a budget management role

* Proven track record of reaching and exceeding operational goals

* Ability to break down cost models and understand the drivers of ROI in an outsourced model

* Demonstrated ability to perform well in a highly dynamic, rapidly changing environment

* Minimum of 5 years managing global operations including launching and managing partner sites

* Extensive experience in BPO relationship management and contract negotiation and administration

* An ability to identify upstream blockers and prioritize solutions

* A drive to consistently deliver results and exceed expectations

* A strategic-thinking, solutions-driven mentality and a hunger to learn

Nice-to-haves

* Start up experience

* eCommerce experience

Wish is transforming the way the world shops by offering a convenient and personalized mobile shopping experience. Our mission is to offer an unlimited selection of affordable quality goods to be accessible for everyone on a global scale. Wish selectively brings together world-class talent with a passion for connecting relevant products to the global population.

Learn more about us:

Intro to Wish

Meet our CEO

Check out the App

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please contact us at hrteam@wish.com. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

×

Sign Up for Daily Job Alerts.

Thank You

You will receive your first job alert within 24 hours.

Similar Jobs

    Browse Jobs | Terms & Conditions | Privacy Policy | Unsubscribe
    POWERED BY    

    POWERED BY