Regional Partner Manager, Customer Support - Trust & Safety, San Jose

About the Role:

As a Partner Manager, you will play a pivotal role in managing our vendor BPOs (Business Process Outsourcing) that provide essential services to our organization. You will be responsible for fostering strong relationships with our partners, ensuring operational excellence, and driving strategic initiatives that align with our business goals. Your role will involve optimizing resource allocation, enhancing service delivery, and ensuring compliance with international standards.



Responsibilities:

- Serve as the primary liaison for our BPO partners, building and nurturing robust, long-term relationships.

- Conduct regular business reviews with vendors to assess performance, discuss challenges, and identify opportunities for mutual growth.

- Oversee day-to-day vendor operations to ensure service delivery meets or exceeds agreed-upon SLAs and KPIs.

- Identify process gaps and implement scalable solutions to enhance operational efficiency and reduce costs.

- Ensure that vendor operations adhere to relevant regulatory and compliance standards, including data security and labor laws.

- Lead change initiatives, from system upgrades to process reengineering, in collaboration with both internal stakeholders and vendor partners.

- Drive innovation by leveraging vendor capabilities to improve service delivery and customer satisfaction.

- Develop strategic plans and contingency measures to address vendor-related challenges and minimize operational risks.