Vendor Manager
SquareTrade - San Francisco, CA

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SquareTrade is the top-rated protection plan trusted by millions of happy customers and offered by top retailers including Amazon, Costco and Tesco. We have more than 160,000 fans on Facebook, consistently win industry awards and have received tens of thousands of 5-star reviews. SquareTrade is profitable, growing 100% year on year, and attracted one of the largest private capital raises in 2012, with a $238 million round led by Bain Capital. Headquartered in San Francisco and London, SquareTrade is privately held. Learn more at www.squaretrade.com

We are looking for a Senior Vendor Manager to join our worldwide Customer Care team. If you have a passion and a track record of leading customer obsessed outsourced teams; the drive to lead a team that is truly focused on creating a win-win, accountable and flexible customer care environment; and the ability to foster innovation and positive growth and change – then this is the job for you! SquareTrade is seeking that seasoned, senior customer service vendor management leader to be a critical member of our San Francisco-based electronic warranty & claims team.

You will be responsible for our entire vendor management strategy for both near-shore and off-shore Customer Care teams. This is a key leadership role to SquareTrade’s award winning service. You will provide the direct leadership, inspiration and guidance for SquareTrade’s world-wide Customer Care Partners. It is imperative that our Vendor Partners represent the most innovative warranty service and customer obsessed delivery in the industry. This role is directly responsible for ensuring our Vendor Partner agents deliver the expertise, flexibility and engagement true to the SquareTrade brand.

Skills Required:
3-5 years leading vendors and partnership in the customer service industry in a fast paced Contact Call Center that enables each agent to achieve their personal best.

Shaping, refining and execution of our world-wide customer care strategy with and through our CS Vendors. The right candidate is passionate – and has the know-how to deliver the very best to our customers.

Strong preference to have warranty or claim experience

Proven expertise in defining next steps, results driven, and continual process improvements. Always looking for the next way to propel our award-winning service to the next level.

Expertise in managing by Center KPI [key performance indicators] that have resulted increasing our customer loyalty and advocacy

Strong analytical to action leadership style

Strong collaboration skill across a diverse cross functional team in a fast paced, rapidly growing organization.

Creativity - Enjoys looking at creative ways of working with and serving our customers; innovative and actionable problem solving skills

Bachelors Degree, MBA a plus

Deliverables

Provide the inspiration and direction to enable our world customer care Partners to the next level of excellence and customer advocacy [NPS]

Dream and craft the perfect customer care organization – complimenting the San Francisco Customer Care team – that continues to ‘wow’ our customers and reseller partners while we continue to experience our exceptional growth.

Develop a strong strategic and collaborative relationship with Vendors and ensure the SquareTrade’s brand, and award winning’ customer obsessed service’ transcends into our vendor partners daily operations and customer engagements.

Execute Vendor ScoreCard to drive for continual improvement, customer and operational’ that is reflected in our customers’ loyalty and advocacy.

Demonstrated innovation in Vendor RFP, selection, SOW and deployment of new and expanding Customer Care Vendor Partners

SquareTrade offers an atmosphere of personal and professional growth for all Customer Service employees to identify, develop and utilize their unique skills – our Vendor Manager will be have the opportunity to tap into and nurture these resources.

Benefits
SquareTrade is located downtown San Francisco in the SOMA disctict. We offer competitive salaries, stock options, generous paid time off, and an opportunity to join a fast-paced Pre-IPO company.

SquareTrade - 19 months ago - save job - block
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