Job Description

Our purpose is to power a brighter future together. One that is safe, smart, and sustainable.   

Who We Are:

At Vivint, we are dedicated to redefining the home experience with technology and services to create a smarter, greener, safer home that saves our 2 million customers money every month. We deliver an integrated smart home system with in-home consultation, professional installation and support, as well as 24/7 customer care and monitoring. 

The Role:

The Sr Manager of Service Delivery – Partner Management is responsible for the strategic planning and management of all inbound/outbound international partner support contact center operations which include Technical Support, Account Servicing, Chat and Revenue Generation.   The ideal leader is a strong and capable people-leader with established credibility managing large-scale BPO relationships in a complex and dynamic environment.

Primary responsibilities include the execution of our partner strategy and management of all processes, policies and controls designed for the continuous improvement of the customer experience within all partner sites.  Performance metrics include, but are not limited to, field service dispatches, first contact resolution, staffing utilization, revenue per contact, acceptable turnover, and financial performance.

The successful candidate will demonstrate the ability to create strong partnerships and drive continuous improvement in partner site performance.  The ability to effectively partner with other departments and teams is a must.  Critical thinking and extensive experience with data-driven decision-making and analytics are key.

The successful Sr. Manager will act as an advocate for the customer and will be continually engaged in leading and inspiring our Contact Center partners to provide best in class contact resolution and customer service 24 hours a day 7 days a week.

What you will be working on:

The successful candidate will execute our ongoing partner strategy while helping to drive significant improvements in how we serve our customer through improved contact resolution, customer experience, revenue generation and employee engagement.

Who you will work with:

• Sr. Director Customer Solutions Partner Management
• Sr. Manager Loyalty
• Sr. Manager Quality and Compliance
• Director Customer Solutions
• Director CX Revenue
• Sr Director Customer Loyalty
• Sr Director Operations Quality
• Director Training
• VP Customer Excellence

Job Responsibilities:

• Develops and manages the business relationships with our contact center partners (international travel post-COVID will be required)
• Executes ongoing partner strategy, including partner footprint, contractual adherence, and Key Performance Indicator management (KPI)
• Designs and delivers results for KPI’s to meet and exceed department goals and expectations
• Ensures partner compliance with strategies, tactics, objectives and initiatives
• Establishes standard operating procedures, develops and implements approved process and/or operational improvements, and verifies adherence to policy
• Reports on business metrics to key stakeholders, measuring results and monitoring service quality, and providing timely and actionable feedback
• Manages the quality of customer interactions across all partner sites and works closely with US based teams to drive a consistent approach to improved customer experience
• Identify customer inquiry and feedback trends across various customer segments and work with internal stakeholders to ensure customer needs are addressed
• Drives root-level resolution to recurring and highly impactful service issues
• Effectively lead, inspire, and empower a team of 4-8 service delivery partner managers focused on improving the customer experience within our partner sites

Required Skills:

• Demonstrated history of delivering business and financial results through individual efforts and collaborative teamwork is paramount
• Demonstrated Leadership skills with proven ability to influence outside of your direct control
• Superior interpersonal and communication skills
• Excellent time management skills
• Ability to think strategically and utilize strong creative problem-solving skills
• Ability to analyze operational data and provide data-driven recommendations
• Executive verbal and written communication as well as strong data visualization and presentation skills
• Microsoft Office (PowerPoint, Excel, Word) skills required

Minimum Qualifications:

• 5+ years of progressive BPO vendor management experience with a proven track record of success managing partner teams with 1,000+ employees