Operations Vendor Manager

Job Description

• Own vendor relationship and performance • Track, measure, report and evaluate vendor performance • Liaise with vendors in daily/weekly/ monthly/ quarterly (as applicable) meetings to understand issues and barriers to meeting performance target • Develop and implement performance improvement plans, leveraging internal cross functional expertise and resources • Report on performance in weekly/ monthly/ quarterly (as applicable) forums with senior leadership (or procurement/ sourcing team as required) • Troubleshoot all vendor problems and present, with mitigation, to management as required • Set and review measurable targets, guidelines and action plan with vendors, and ensure that they align with the overall business goals of the Payoneer • Actively identify opportunities to continuously enhance efficiency and quality delivered by external vendors • Develop and sustain long-standing strategic partnership with Ops-approved vendors • Facilitate vendor searches, portfolio benchmarking and vendor onboarding with internal stakeholders as required • Ensure vendors are supported and aware of performance goals and contractual obligations • Attend all vendor-related meetings meetings that are critical to overall performance

Qualifications

• 6+ years of contact center and/or operations experience • Experience in supporting global customers in a multi-lingual environment • Experience in the management of outsourced suppliers delivering customer-facing support for 3+ years - either on the customer or partner side • Experience working as part of a virtual team that is geographically dispersed • Proven ability to collaborate with regional partners • Bachelor's degree or equivalent experience

Benefits

• Outstanding medical, dental, and vision insurance (individual plan 100% covered) HSA and FSA • 401K with employer match • Fitness/Wellness reimbursement • Generous PTO, paid holidays, and parental leave • Learning and development opportunities • Flexible work from home schedule • Volunteer activities • Fun office culture with supportive leadership