Universal Music Group
Senior Manager, Vendor Management
Universal Music Group, Philadelphia, Pennsylvania, United States, 19102
Sr. Manager, Vendor Management
At Famehouse, fans are at the forefront of our business. They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We're seeking a Sr. Manager, Vendor Management to oversee the Customer Service operations provided by our BPO partners. This person will provide support to the Director, Vendor and Technology Management. How you'll CREATE: Manage day to day operations of vendor support. Maintain database of vendor training and skill sets to ensure exceptional coverage across all business needs Collaborate with vendors to ensure alignment with the organization's strategies, policies, processes and procedures. Act as the primary point of contact for vendor-related issues and escalations, ensuring items are resolved in a timely manner. Review and report on daily operational metrics inclusive of daily workload and staffing levels, trends and previous day performance Oversee vendor performance, proactively detecting actual and potential risks and trends. Review and analyze vendor metrics, holding vendors accountable to agreed-upon contractual service levels and obligations. Partner with Quality lead to present analysis, reporting and corrective actions needed on vendor performance gaps. Communicate with both internal and external partners to implement solutions to ensure and maintain consistently high standards with customer communications Ensure vendor(s) meet security requirements and maintain business continuity plans. Other duties as assigned. Bring your VIBE: Results driven offshore vendor management experience including but not limited: KPI monitoring and analysis Hiring and training Performance management Process enhancement End to end issue resolution Objective development for day-to-day operations Resource planning Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team Experience managing and working with remote and international teams. Strong communication skills, both verbal and written. Exceptional leadership skills with the ability to coach and drive results Ability to recognize situations that need to be escalated Independent thinker; able to make meaningful decisions based on each situation. Excellent follow-up skills and 100% follow through on commitments. Result and action-oriented, resourceful and efficient Strong work ethic, highly motivated, upbeat personality, team player. Ability to analyze and report on trends and issues. Strong computer skills: Proficient in Microsoft Office, internet research, and project management tools such as Monday.com 3+ years vendor management experience 5+ years customer support experience As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs. Perks Playlist: Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
Comprehensive medical, dental, vision, and FSA options, as well as: 100% coverage for out-patient mental health services
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
A lifetime fertility support allowance of $30,000 to plan participants
Student Loan Repayment Assistance and Tuition Reimbursement
100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
Variety of ways to prioritize much-needed time away from work including: Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer. We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.
At Famehouse, fans are at the forefront of our business. They're more than customers, they're passionate supporters of our artists, and we're equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We're seeking a Sr. Manager, Vendor Management to oversee the Customer Service operations provided by our BPO partners. This person will provide support to the Director, Vendor and Technology Management. How you'll CREATE: Manage day to day operations of vendor support. Maintain database of vendor training and skill sets to ensure exceptional coverage across all business needs Collaborate with vendors to ensure alignment with the organization's strategies, policies, processes and procedures. Act as the primary point of contact for vendor-related issues and escalations, ensuring items are resolved in a timely manner. Review and report on daily operational metrics inclusive of daily workload and staffing levels, trends and previous day performance Oversee vendor performance, proactively detecting actual and potential risks and trends. Review and analyze vendor metrics, holding vendors accountable to agreed-upon contractual service levels and obligations. Partner with Quality lead to present analysis, reporting and corrective actions needed on vendor performance gaps. Communicate with both internal and external partners to implement solutions to ensure and maintain consistently high standards with customer communications Ensure vendor(s) meet security requirements and maintain business continuity plans. Other duties as assigned. Bring your VIBE: Results driven offshore vendor management experience including but not limited: KPI monitoring and analysis Hiring and training Performance management Process enhancement End to end issue resolution Objective development for day-to-day operations Resource planning Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team Experience managing and working with remote and international teams. Strong communication skills, both verbal and written. Exceptional leadership skills with the ability to coach and drive results Ability to recognize situations that need to be escalated Independent thinker; able to make meaningful decisions based on each situation. Excellent follow-up skills and 100% follow through on commitments. Result and action-oriented, resourceful and efficient Strong work ethic, highly motivated, upbeat personality, team player. Ability to analyze and report on trends and issues. Strong computer skills: Proficient in Microsoft Office, internet research, and project management tools such as Monday.com 3+ years vendor management experience 5+ years customer support experience As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs. Perks Playlist: Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
Comprehensive medical, dental, vision, and FSA options, as well as: 100% coverage for out-patient mental health services
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
A lifetime fertility support allowance of $30,000 to plan participants
Student Loan Repayment Assistance and Tuition Reimbursement
100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
Variety of ways to prioritize much-needed time away from work including: Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change. Universal Music Group is an Equal Opportunity Employer. We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.