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Director Global Partner Operations
Internet Industry Company
Bellevue, WA, United States
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Company
Global Customer Operations (GCO) is redefining Customer Care for the travel industry, and needs smart, strategic thinkers who are also masterful at implementation. We provide the customer and agent experiences that power over 100 million interactions in 22 languages each year.
The Director of Global Partner Operations is a part of Global Customer Operations (GCO) and leads a global team responsible for the GCO vendor contact center footprint, including prospective site identification, contractual negotiation, change management and governance, including invoicing for a footprint which annualizes $300M. You will take responsibility for the rate negotiation with contact center vendors and works to optimize the value of contact center spend. In addition, this role will lead in creation and formalization of governance processes, including reports and automation, to maximize operational efficiency as relates to spend.
Key Responsibilities:
• Responsible for the negotiation of competitive rates for GCO vendor call center services
• Responsible for representing Company’s customer operations requirements and expectations to external vendors
• Establish positive impactful relationships with internal GCO partners like Service Delivery, Finance, Work Force Planning, Line of Business teams, Accounts Payable, Procurement, Legal, EIS and Projects teams; serve as internal educator regarding contractual parameters to drive alignment in operational management
• Collaborate with GCO BI to deliver reporting for accurate measurement of billable hours and site productivity as well as optimal invoicing reporting
• Examine opportunities to ring fence vs. blend agent pools for efficiency or program differentiation and provide recommendations to change agent skilling and call routing to optimize outcome
• Seek feedback from business partners, including external partners, and Service Delivery to improve operations and policies for better delivery against overall business objectives, negotiate changes into the contracts where applicable
• Partner with internal Company partners, i.e. EIS, Audit and IT, and vendor partners to ensure partner compliance with contractual expectations
• Responsible for invoicing end to end, including reporting, training and troubleshooting, cost allocation by brand and point of sale, validation for accuracy, audit and timely payment to vendors
Competencies:
• Call center operations knowledge and experience
• Commercial negotiation and relationship management experience
• Willingness & ability to travel
• Strong orientation to customer advocacy while able to weigh the needs of the business
• Proficient analytical, planning and deductive reasoning skills
• Strong collaboration skills with ability to influence others outside of direct functional area
• Previous experience and success working in a matrix organizational environment
• Bachelor’s degree required
Company is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.