Senior Manager, Vendor Performance

About Us:

Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It's where millions of people come together to chat, interact, and make their own entertainment.

We're about community, inside and out. You'll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We're on a quest to empower live communities, so if this sounds good to you, see what we're up to on LinkedIn and Twitter, get interviewing tips on Instagram, and discover projects we're solving on our Blog.

About the Role:

Customer Trust (CT) ensures that our community knows that we have their back. Our Trust & Safety teams make Twitch a welcoming and safe place for people to build safe and inclusive communities that allow diverse, global creators to flourish. Our Customer Experience teams ensure our customers are heard and supported when issues arise. 

We are looking for a dynamic Senior Manager to lead our global Vendor Performance team within Customer Trust. The Sr Mgr, Vendor Performance will be responsible for managing the Vendor Performance measures across our Customer Experience and Trust & Safety operations teams. In this role, you will develop relationships with internal stakeholders and drive operational performance of our partners. This person will also create and support the successful delivery of key projects that support the achievement of our strategic priorities and goals.

You Will:

- Guide the Vendor Performance operational strategy, identifying and documenting best practices for operational success, then manage external teams to deliver processes against that strategy
- Work with internal groups and stakeholders to understand workflow requirements, expectations, key performance indicators, and agents’ skills to design the best systems to support Vendor Performance operations 
- Monitor relevant vendor reporting, identifying opportunities to adjust coverage patterns and maximize value with available resources
- Oversee Vendor workflow launches, training execution, and appropriate escalations routing, tracking progress until resolved
- Manage overall performance of operational vendors, including partnering with stakeholders for appropriate resources, service level agreements, and key performance indicators
- Quantify pain points around outsourced operational issues and implement standardized approaches in areas that will deliver the greatest impact and actively communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate stakeholders and cross-functional partners
- Oversee vendor relationship management activities, including leading and preparing documentation for regular business reviews (WBRs/MBRs/QBRs) with stakeholders and vendor teams, onboarding and offboarding new vendors, creating and tracking all purchase orders related to vendors

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - TX | Virtual Location - WA

Basic Qualifications

- B.A. or B.S. degree 
- 5+ years vendor management experience
- Experience working in operations, collaborating with global teams, multinational vendors & BPOs
- Experience in operational management and stakeholder management
- Experience influencing and driving change within an organization
- Excellent verbal and written communication skills
- Experience working in Customer Experience and / or Trust & Safety organizations

Preferred Qualifications

Perks
- Medical, Dental, Vision & Disability Insurance
- 401(k)
- Maternity & Parental Leave
- Flexible PTO
- Amazon Employee Discount
- Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status, or other legally protected status.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $106,600/year in our lowest geographic market up to $198,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.c