International Vendor Manager

Overview

As Mixbook continues to grow as a company, we’re looking to add a International Vendor Manager to our team to assure that our customer service vendors can keep up with our increasing demand! This person will spearhead the growth of our outsourced partner in the Philippines and ensure that they’re equipped with the necessary resources and support to provide excellent customer service to our customers.

Job Description

As the Vendor Manager on the Mixbook Customer Support team you will create a strategy to continue the growth of our outsourced partner network while serving as the day-to-day team lead to our current partners. You’ll develop scorecards and metrics to better measure our overall CS performance. This role is an opportunity to make a direct impact on our customer experience and become a key partner to all internal teams at Mixbook to impact our overall product quality. Ultimately, you’ll become the go-to person for all CS related data and insights!

Location
This is a US-based remote position. This person will need to be able to work an 8 hour workday sometime between the hours of 7AM PST - 6PM PST to allow for cross over with our 3rd party vendors. 

What You’ll Do

• Act as day to day point of contact for our amazing outsourced customer service partner
• Partner with Head of Customer Service to create a long term growth plan that aligns with Mixbook’s growth strategy 
• Partner with cross functional stakeholders in product and operations teams to ensure all customer data is being used to make product/process improvements 
• Lead and drive the RFP/negotiation process for expansion of international CS partners
• Establish vendor scorecard to help manage our network more efficiently as we grow

What You’ll Need 

• 5+ years of overall Customer Service Experience with at least 3 years working as a Vendor Manager or Quality manager
• 2-4 years of DTC and B2C Customer Service program management experience 
• Strong understanding of core principles of CS - CSAT/AHT/FCR/FRT/Contact Deflection
• Proficient in Excel/ VLOOKUP, HLOOKUP, Pivot Tables
• Experience working with and managing multiple  3rd Party BPO companies