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Senior Director of BPO Vendor Management at Shipt, Inc.

Posted in Military/Defense 30+ days ago.

Type: Full-Time
Location: Birmingham, Alabama





Job Description:

At Shipt, we are transforming the shopping experience and giving time back to consumers. Shipt Shoppers handpick everything from fresh groceries to household essentials, then deliver them to your door in as little as one hour.

The individual will manage external vendor relationships, drive operational excellence, negotiate pricing and contracts and partner with teams to positively impact customer experience.The successful candidate will draw from previous work experience in vendor management, contact center management and corporate representation and demonstrate the ability to build relationships, drive improvement, make tough data-backed decisions in a high-stakes, high-speed environment, and excel in managing the details in vendor results.They will develop and execute strategy to manage onboarding and support with on-going management of third-party vendors, act as a primary negotiator for agreements, manage relationships, location strategy, evaluation, and SOW (Statement of Work) to meet the business needs.  They will direct oversight of external vendor engagements, monitor and drive vendor performance and service excellence, and help control costs to better manage vendor risks and gain increased value throughout the vendor lifecycle.

Responsibilities


Relationship Management:

  • Facilitate and maintain relationships of multiple BPOs partners and third-party vendors.

  • Participate in vendor-sponsored events which focus primarily on future products and services, industry trends, vendor strategic direction and similar topics

  • Meet regularly with internal business leaders to re-evaluate strategic direction and give guidance to support current and future vendor relationships
     

Reporting & Metrics:

  • Identify business needs through analyzing metrics and providing overviews of industry landscapes.

  • Facilitate periodic vendor briefings with internal staff to discuss new products and services

  • Act upon gathered performance data and provide quarterly feedback to business partners to ensure quality

  • Evaluate and renegotiate vendor agreements to meet current standards for key terms such as SLAs and other key KPIs. 

  • Drive performance and customer journey excellence through development and implementation of a vendor strategy while maintaining high level of efficiency
     

Stakeholder & Governance Management:

  • Collaborate with internal stakeholders to enable continual improvement and professional development in vendor management skills

  • Design and monitor governance processes to ensure all processes and procedures are properly followed

  • Maintain awareness of current market trends, conditions, regulations, and technology that may affect vendors and pricing that could have an operational or strategic impact on the company

  • Monitor day-to-day vendor risk management, business continuity processes and procedures to ensure consistency with corporate policy
     

Qualifications
 Requirements:

  • Bachelor's degree required; Master's degree preferred

  • 10+ years' experience in BPO and third-party vendor management.

  • Demonstrable negotiation skills in standard as well as complex environments/situations

  • Strong people and project management skills

  • Experience in broadband communication industry preferred

  • Ability to work cross functionally and influence at Executive and C-Suite levels

  • Effective interpersonal, communication, consultation, and collaboration skills

  • Exceed budgetary objectives while adjusting project constraints based on financial needs and analysis

  • Develop comprehensive project plans to be shared with clients and colleagues

  • Ability to travel 30% annually

  • The minimum annual salary for this position is $108,000.00. You may also be entitled to receive bonus, restricted stock units, and benefits.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or any other characteristic protected by law.

Please inform your recruiting contact upon initial connection if you need any accommodations.





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