Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.

We are seeking a Customer Support Operations Partner Manager on a contract basis to help support our Customer’s business needs.

While serving as the connective tissue between internal and partner support operations, you will use critical and key performance indicators and contact drivers as signals to drive partner performance, service delivery results, and business/product/operational improvements that satisfy and delight our customers. Your mission will be to drive partner support organizations to deliver world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is complete customer satisfaction.

What You’ll Do:

• Liaison between business and contact center operations
• Actively manage partner delivery against them Implement tracking mechanisms to support business understanding of key contact drivers and their root causes
• Analyze and utilize data related to contact drivers, NPS, CES, FCR, CSAT, and other channels to drive continuous process and program improvement
• Review and process BPO invoices
• Drive and support training content development and delivery, including agent and customer facing knowledge center content
• Support Weekly, Monthly, and Quarterly business reviews
• Ensure partner workers are on-boarded with the correct tooling access/permissions Work with IT and Infosec to ensure partner compliance with established security requirements
• Work with Global Outsourcing to ensure periodic partner benchmarking is performed
• Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives
• Communicate qualitative and quantitative input from partner support channels
• Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements

Must-Haves:

• 5+ years experience in customer-facing communications, community management, customer service, contact center management, and/or program management
• 1+ year experience managing a partner relationship focused on customer support operations
• Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders
• Experience running data analysis, including volume forecasting

Education:

• BA/BS degree preferred

Hours & Location:

• M-F, 40 hours/week. This role will be remote while COVID restrictions are in place. The expectation is to be on-site at our customer’s Sunnyvale, CA office once it is determined safe to do so

All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

• Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
• Accrued PTO: Up to 15 days per 12 months on assignment
• New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)