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Customer Service - Vendor Performance Manager EMEA
NetflixThe Netherlandsfull_timeVerifiedPosted 1 Sept 2023
About the role
We are looking for a dynamic Vendor performance manager to help manage our partner network and drive our EMEA Customer Service performance forward. The Vendor Manager is an individual contributor role and will work with the Customer Experience Managers (CEMs) by driving performance through analyzing and reporting on opportunities, collaborating on insights generation, and running the Quality program coordination.
You are someone who comes with great operational experience and insight into performance management. You thrive in an environment where collaboration is key and have great lateral thinking capabilities. You are highly self-motivated, energetic, flexible, and humble.
Success in this role will be measured through your ability to drive Netflix CS performance to be the best in our network and industry, increasingly adding value to the business through cross functional collaboration.
This role is based in Amsterdam, the Netherlands.
You are someone who comes with great operational experience and insight into performance management. You thrive in an environment where collaboration is key and have great lateral thinking capabilities. You are highly self-motivated, energetic, flexible, and humble.
Success in this role will be measured through your ability to drive Netflix CS performance to be the best in our network and industry, increasingly adding value to the business through cross functional collaboration.
This role is based in Amsterdam, the Netherlands.
Responsibilities
- Detailed performance analysis of our EMEA CS support lines, supporting the CEMs in performance management of the vendors.
- Detailed administration of performance trends and root causes.
- Coordination of our Quality program (surveying and Quality Assurance).
- Collaboration on insights generation with the CS Insights team.
- Collaboration on curriculum opportunities with the Learning & Development team.
- General collaboration on identification of opportunities to improve the work flows at the BPO or internally with Netflix CS cross functional teams.
- Support general project work and initiatives.
- Support vendor administration such as invoice management.
- Attend and participate in operational performance reviews.
Skills
- Strong reporting skills (SQL or Tableau experience preferred but not required)
- Excellent analytical skills
- Strong ability to translate complex data into impactful actions
- Excellent collaboration skills
- Excellent communication skills
- Strong presentation skills
- Excellent business English
Experience
- Medium to large scale CS Operations exposure
- Global matrix organizations
- Experience in working across multiple languages, countries, and cultures
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