BPO Vendor Manager at Zwift
Long Beach, CA, US

Who we’re looking for:

As Zwift Community Support continues to grow, we are looking for a passionate team member for our BPO Vendor Management organization, who can successfully and effectively manage the day-to-day operation and relationship with vendors at a global scale.

You understand call center metrics (Key Performance Indicators) and have extensive work experience with CSAT/NPS as the primary performance metric driving results and improving frontline advocate performance, across voice and non-voice channels.

About Zwift:

Zwift is the fitness company born from gaming, and we’re on a mission to make More People. More Active. More Often. The Zwift platform delivers an at-home training game that connects cyclists and runners in over 195 countries and counting! Launched from the sunny shores of Long Beach, California in 2014, we’ve grown to over 300 Watopians (that’s what we call our employees) and we have people in New York, Tokyo, Rio de Janeiro, and London.

Some reasons we think you will love it here:

We are an encouraging, innovative, and passionate team. We like bikes. We like running. We also like local ice cream shops, game nights, and our "Pets of Zwift" Slack channel. You'll be surrounded by awe-inspiring people, even in your remote work setting. Although there are amazing athletes that work here; our team consists of people from all walks of life. Whether you’re a current Zwifter, at the beginning of your fitness journey, or neither one of these, there is a place for you here. Different perspectives are important, they allow us to continually grow and evolve - One Zwift for All!

Did we mention that we encourage you to workout while you work from home? Zwift, run, yoga….we’re in!

How we’re handling Covid-19:

We are beyond grateful to continue to grow as a company during this unusual time. Our #1 priority is to ensure the health, safety, and sanity of our current and future Watopians. We want to share with you what we’re doing and what you can expect.

Since March, all of our Watopians have been working remotely and will continue to do so until we know it is safe to collaborate in person again. As you go through the virtual interview process, don't be alarmed if children or pets make a guest appearance. We won't think twice if we get to meet members of your family. If we are fortunate to welcome you to the team, we will get you all the necessary equipment, hardware, and furniture needed to get you ergonomically set up and productive at home.

Work From Home (WFH) life can be challenging in many ways. We have and will continue to take steps that ease some of the burden for our Watopians including:

  • Monthly stipends to help offset additional expenses incurred with WFH.
  • Access to mental health & wellness resources including Headspace, Unmind, and Spring Health.

We care about you as our candidate too, so let your Talent Engagement Partner know if there’s anything we can do to make your interview process go more smoothly. We are in this together and always looking for ways to enhance our new interview experience.

What you’ll do:

  • Responsible for overseeing the day-to-day performance of outsourced operations for Community Support, ensuring overall quality levels are being delivered.
  • Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance, business requirements and overall service delivery, holding vendors accountable for overall performance execution.
  • Establish and solidify business plans and roadmaps as it pertains to recruiting, hiring, training and product knowledge management (vendor management governance)
  • Act as a central point of communication to disseminate all information necessary for vendor to meet servicing needs in all languages and in all centers.
  • Oversee team of employees who will serve as subject matter experts on complex product and service requests, which are unable to be handled by vendor
  • Hold vendor accountable for reaching and maintaining required headcount to meet all SLAs
  • Serve as the primary point of contact for issues related to overall vendor performance and quality to effectively resolve escalations and provide solutions to vendors.
  • Understand reporting needs and request appropriate data analysis on metrics performance for internal stakeholders and Community Support team.
  • Responsible for analyzing data with vendors to drive changes if needed, improving operational processes, identifying opportunities to increase efficiencies to reduce costs.
  • Identify opportunities for processes and best-practices adoption, develop and adjust SOPs to align with Zwift’s globalization plans and strategy.
  • Orchestrate efforts from internal and outsourced teams to conduct and engage in meaningful conversations during weekly, monthly and quarterly business reviews.
  • Set vendors up for success by advocating for them when needed and ensuring their feedback is heard and prioritized to drive procedure and tooling improvements.
  • Visit vendor sites as needed for relationship building, performance reviews and to assess overall program health; from employee experience to processes and best-practices.

What we’re looking for:

  • 5+ years of work experience managing BPO operations as client and/or vendor.
  • In-depth expertise in contact center forecasting, scheduling and capacity planning.
  • Excellent communication and influencing skills; proven experience of influencing other teams/groups where their support is critical to success.
  • An amazing team player, understanding cultural barriers and bridging business gaps.
  • Solid Project Management experience and ability to oversee multiple projects at once.
  • Strong analytics and reporting background, with the ability to build scorecards/dashboards independently.
  • An ability to identify upstream blockers, prioritize solutions and communicate effectively.
  • Ability to travel both domestically and internationally (20% of the year)

Bonus points:

  • Previous experience launching and implementing new outsourced operations, ideally in a global - offshore location.
  • Experience in negotiating complex contracts, preferably with global BPOs and proven track record in outsourcing benchmarking and market analyses.

How to stand out among the rest:

Your resume is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too.

Values:

Of course, we are nothing without our values. Our values ground us. They ensure we run and build a company where people love to work, feel like they are welcomed, included, and belong.  Only then can they thrive and do their best work.  The values we strive to live every day are:

  • Make It Fun
  • Elevate Teammates
  • Cultivate Our Community
  • Always Level Up
  • One Zwift for All