Vendor Strategy & Operations Lead at Nextdoor
San Francisco, CA, US

Nextdoor is a fast-growing social network based in San Francisco and backed by Silicon Valley’s leading investors. We’re empowering neighbors everywhere, to build strong local communities. Over 190,000 neighborhoods across the U.S. now use to Nextdoor to publicize local events, find lost pets, recommend local service providers, give away or sell household items they no longer need, share information about neighborhood safety, and discuss local issues.


The Neighborhood Operations team is a collaborative team obsessed with operational excellence and bringing the Voice of the Customer to improve our products. We are looking for an experienced Vendor Strategy & Operations Manager to join our team. Your mission is to develop, scale and manage our support teams in close partnership with our outsourced support vendors. You will ensure that we have a support network that is optimized to deliver a world-class support experience for our members, customers and partners. You are passionate about Nextdoor, and love getting in the weeds to drive high performance and results.

Responsibilities:

  • Help develop our overall sourcing strategy, define and implement a vision for who we partner with and who does what kind of work when, where, and how.
  • Manage the overall performance of the support vendor workforce in terms of CSAT, cost, quality and delivery of service.
  • Ensure top issues are addressed in a timely manner through cross-functional collaboration as well as advocating for the user and driving enhanced user experience.
  • Define processes and systems to ensure that support workflows are adhered to across our vendor network
  • Coordinate the installation of new support workflows (e.g. for new product launches) and implementation of cross-functional projects in remote locations
  • Run weekly business reviews, QA calibrations, and workforce management syncs.
  • Contribute to the long-term operational strategy and support model, outsourcing decisions, contract negotiations, vendor selection and continuous improvements of business processes.

Qualifications:

  • Bachelor’s degree and at least 5+ years experience in scaled support and/or outsourcing operations
  • Deep passion for customer support and operational excellence
  • Prior experience supporting and optimizing a multi-channel CX strategy.
  • Expert knowledge of CS technology
  • You are highly analytical and have strong quantitative skills. You’re also perfectly happy doing your own models, pivot tables, and even regressions in Excel.
  • You have a bias to action and hold yourself accountable to metrics.
  • You have excellent communication skills, both written and verbal
  • You're humble and are excited to work in an environment that values output, not reputation
  • You’re able to develop and keep an eye on the big picture, ensuring that our daily activities are aligned with our long-term strategy.
  • You're able to connect and communicate with a wide range of people and teams and can provide clear directions and expectations to teams hundreds of miles away
  • You're willing to travel
  • Entrepreneurial mindset (self-motivated, tenacious, resourceful, no handbook necessary)

Benefits:

  • 100% company-paid health insurance premiums (medical, dental, and vision) for you and your dependents
  • Paid vacation and company holidays
  • Free catered dinners Monday through Thursday and catered lunch on Wednesdays
  • Monthly gym stipend
  • One time cell phone & headphone stipend
  • Annual learning and development stipend
  • Two paid volunteer days off
  • Pre-tax commuter benefits
  • Fully stocked kitchen with drinks, snacks and candy
  • La Marzocco espresso machine with Blue Bottle coffee
  • Health FSA
  • 401K plan