Senior Manager ?? Remote Jobs San Antonio
Job Type: Senior Manager
Location: San Antonio
Company: Amazon...
Are you passionate about creating a safe and inclusive online community? Join Twitch??s Customer Trust team to lead the global Vendor Performance team and play a crucial role in ensuring a secure and welcoming environment for creators and users alike. We are looking for a dynamic Senior Manager to oversee the performance of our vendors across Customer Experience and Trust & Safety operations.
Responsibilities: ?? Develop and execute the Vendor Performance operational strategy, including documenting best practices for operational success and managing external teams to deliver processes accordingly. ?? Collaborate with internal groups and stakeholders to understand workflow requirements, expectations, key performance indicators, and agent skills to design efficient systems for Vendor Performance operations. ?? Monitor relevant vendor reporting, identifying opportunities to optimize coverage patterns and maximize resource value. ?? Oversee vendor workflow launches, training execution, and escalations routing, tracking progress until resolution. ?? Manage the overall performance of operational vendors, including resource allocation, service level agreements, and key performance indicators. ?? Identify and address pain points in outsourced operational issues, implementing standardized approaches for maximum impact. ?? Effectively communicate feedback, challenges, insights, and roadblocks to relevant stakeholders and cross-functional partners. ?? Lead vendor relationship management activities, including preparing documentation for regular business reviews, onboarding/offboarding vendors, and tracking purchase orders related to vendors.
Requirements: ?? Bachelor??s degree (B.A. or B.S.) ?? 5+ years of vendor management experience ?? Operational and stakeholder management experience ?? Experience in influencing and driving change within an organization ?? Excellent verbal and written communication skills ?? Experience working in Customer Experience and/or Trust & Safety organizations ?? Experience collaborating with global teams and multinational vendors/BPOs
Perks:
?? Medical, Dental, Vision & Disability Insurance
?? 401(k)
?? Maternity & Parental Leave
?? Flexible PTO
?? Amazon Employee Discount
?? Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
Join Twitch??s Customer Trust team and be a part of our mission to create a safe and inclusive community for creators and users. Apply now to make a meaningful impact on our global operations and drive positive change in online spaces
Apply Job!