Vendor Operations Program Manager
2 weeks ago
The Monetization Customer Experience team provides omnichannel technical product support across our Advertising Products & Platforms ecosystem.
Our team is based globally across Austin, Mountainview, London, Tel Aviv, Singapore, Tokyo & Sydney, providing global coverage for our internal and external stakeholders.
Our team partners with Product Specialist & Engineering teams to resolve issues, fix bugs & ensure the VOC of the customer is fed back into the products we develop for our team.
The role is based in our Technical Product operations function, which is growing fast to develop scalable technical support solutions, delivered via inhouse and vendor teams.
Responsibilities- Regional vendor program leadership for APAC technical product support CX operations team and engage as the key POC with the vendor leadership teams - Own the first layer of customer experience for ad products troubleshooting, including re-engineering processes, innovating service models and driving exceptional customer satisfaction- Strategic leadership to design and execute on all product support workflows across the vendor programs, partner with a global team of technical support specialists to impact the operational KPIs- Engage in root cause analysis of all efficiency and effectiveness related KPIs and manage all aspects of performance across the programs, execute process improvement projects- Lead trend analysis from customer service data and aggregate to lead regional Inhouse & Vendor Business Reviews and product deep dives to improve efficiency and effectiveness- Lead tactical projects across day to day Operations Management, Workflow Management, WFM, Training & QA , partner with in-house & vendor site resources- Lead goal setting for global delivery teams leverage industry standard models, track across leading & lagging metrics such as SLA, CSAT, Ticket resolution time- Managed allied aspects of vendor operations including but not limited to Invicing & Budgeting, Demand and capacity utilization & all internal process that support service delivery- Innovate service models across existing support channels and aid in feature development of customer service tools portfolioMinimum Qualifications- BA/BS degree or equivalent practical experience- 5 years managing large-scale global Vendor operations teams in Technical Customer Support - 3 years of managerial experience in Customer Success or operations related position Preferred Qualifications- Preferred experience of working with Vendors & 3rd party service providers for Technical Customer Service - Experience building, managing and influencing relationships with senior stakeholders, using data to generate insights and solving complex problems- Experience in Advertising/Digital industry is a plus- Data analysis knowledge using Tableau, Google Studio is a plus- COPC , PMP certifications are a plus
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