Are you a seasoned leader with a passion for driving operational excellence and innovation in customer support? Do you thrive in a fast-paced, high-stakes environment where every decision counts? If so, we invite you to join arenaflex's Amazon Customer Service (CS) team within Global Outsourcing (GO) as a Vendor Manager. This is an exceptional opportunity to shape the future of customer support and make a lasting impact on the customer experience.
**About arenaflex**
arenaflex is a global leader in customer-centric solutions, dedicated to delivering exceptional experiences to our customers. Our Amazon CS GO team manages a network of outsourced contact center vendors to provide CS front-line support capacity, flexibility, and cost benefits while delivering exceptional experiences to arenaflex's customer base. We're a dynamic team of innovators, thinkers, and doers who are passionate about making a difference in the lives of our customers.
**Job Summary**
As a Vendor Manager at arenaflex, you will be responsible for leading external vendor relationships, driving operational excellence and innovation, and collaborating with other arenaflex teams to positively impact customer experience. You will draw from your experience in Business Process Outsourcing (BPO) account management, contact center key performance indicators, and corporate leadership roles to manage relationships, think strategically, drive process improvements, and make data-backed decisions in a high-stakes, high-speed environment.
**Key Responsibilities**
* Lead vendor-based teams, overseeing operations to the highest standard of customer obsession and service delivery
* Manage relationships and alignment with key stakeholders across the organization, influencing organizational priorities and business and/or technology direction
* Assist with defining long-term vendor strategy
* Identify, develop, and optimize organization processes, playbooks, or tools
* Deep dive inefficiencies; drive improvement through scalable mechanisms
* Triage issues, owning resolution, root cause analysis, and corrective action plans
**A Day in the Life**
As a Vendor Manager at arenaflex, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences. You will work closely with other teams to drive operational excellence and innovation, and collaborate with key stakeholders to influence organizational priorities and business direction. You will be responsible for leading vendor-based teams, managing relationships, and driving process improvements to deliver exceptional results.
**Qualifications**
* Experience building strategic relationships with stakeholders, including communicating and collaborating across teams and functions
* Experience analyzing data and best practices to assess performance drivers
* Bachelor's degree or equivalent experience required
* 4+ years of relevant BPO customer service management experience
* Experience driving projects to completion using change management or project management frameworks
**Preferred Qualifications**
* MBA
* Lean/Six Sigma experience
**Benefits**
* Competitive salary
* Medical, Dental, and Vision Coverage
* Maternity and Parental Leave Options
* Paid Time Off (PTO)
* 401(k) Plan
* Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
* Opportunity to work with a dynamic team of innovators, thinkers, and doers who are passionate about making a difference in the lives of our customers
**Work Environment and Company Culture**
arenaflex is committed to creating a diverse and inclusive workplace that empowers our employees to deliver the best results for our customers. We value people with unique backgrounds, experiences, and skillsets, and we believe that our inclusive culture is a key driver of our success. Our team is passionate about delivering exceptional customer experiences, and we are committed to making a positive impact on the lives of our customers.
**How to Apply**
If you are a seasoned leader with a passion for driving operational excellence and innovation in customer support, we invite you to apply for this exciting opportunity. Please submit your application today, and join arenaflex's Amazon CS GO team as a Vendor Manager.
**Don't Hesitate, Apply!**
We value a great attitude and a willingness to learn above all. If you don't meet every single requirement, we encourage you to apply and tell us about your unique background, experiences, and skillsets. We look forward to hearing from you!