Vendor Manager – Customer Experience 254 views1 application

StockX is the world’s first stock market for things – a live ‘bid/ask’ marketplace. Buyers place bids, sellers place asks and when a bid and ask meet, the transaction happens automatically. What started as a marketplace for reselling sneakers has since grown to be much more, bringing transparency and anonymity to multiple verticals. The idea is simple: Provide a marketplace with fair pricing and ensure the merchandise is authentic. The Stock Market of Things. StockX is changing the game. Sneakers first.

The Customer Service Vendor Manager is responsible for the operational direction, coordination, quality, productivity and delivery provided by our Partner/Vendor operations. This person will coordinate communication and support for our vendor partners and be involved with all aspects of their service delivery. This includes program launch and execution, ensuring the attainment of operational and quality targets as well as service levels, and driving and managing the alignment of outsourcing strategies. The right candidate is able to make tough data-backed decisions in a high-stakes, high-speed environment and will draw from previous work experience in contact center management and vendor management.

 

Key Responsibilities:

  • Oversee relationships with multiple assigned global external vendor(s) in accordance with defined key performance and quality metrics.
  • Serve as communication hub between StockX and the vendor by providing vendor with direction, updates, and access to required tools as well as soliciting feedback, recommendations, and innovation from the vendor.
  • Analyze and report out on partner performance across all defined metrics and identify trends, opportunities, issues, concerns, and successes.
  • Work with partners to improve performance through creative process improvement, implementation of new strategies, prioritization of learning and development, and mastery of Ring tools.
  • Conduct regular business reviews with partners and provide performance summary analysis; perform gap analysis to ensure partners have tools, processes, training, and the empowerment to deliver expected neighbor experience.
  • Work with various StockX departments to ensure consistency and alignment.
  • Conduct regular site visits to ensure ongoing success.
  • Ensure vendor performance is aligned with StockX strategic goals and priorities.
  • Research all quality issues inclusive of reviewing contacts on a regular basis and provide constructive feedback to vendor contacts.
  • Be responsible for the selection and on-boarding of new vendors.
  • Audit and reconcile vendor invoices.
  • Ensure familiarity with all contract terms with Vendors and ensure that performance is in alignment with terms.
  • Some domestic and international travel required.

 

Required Qualifications:

  • Bachelor’s degree or relevant experience.
  • 5+ years of contact center operations management experience.
  • 2+ years of people management experience.
  • Experience with cross-functional teams.
  • Demonstrated professional knowledge of contact center operations metrics, performance triggers, and workforce management.
  • Proven ability to work in a dynamic, fast-paced environment.
  • Strong planning and organizational skills as well as attention to detail.
  • Ability to work effectively in a global organization with operations located in multiple countries with varying cultural dynamics.
  • Proven ability to achieve numerous goals in a timely manner, exercise good judgement and sound decision-making skills.
  • Some domestic and international travel required.

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  This job description is not all inclusive. StockX reserves the right to amend this job description at any time.

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  • Total Jobs 25 Jobs
  • Location Detroit
  • Full Address 1046 Woodward Ave, Detroit, MI 48226
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