Senior Manager, Vendor Operations

Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We're about community, inside and out. You'll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We're on a quest to empower live communities, so if this sounds good to you, see what we're up to on LinkedIn and Twitter, and discover the projects we're solving on our Blog. Be sure to explore our Interviewing Guide and Instagram channel to learn how to ace our interview process.

Customer Trust (CT) ensures that our community knows that we have their back. Our Trust & Safety teams make Twitch a welcoming and safe place for people to build safe and inclusive communities that allow diverse, global creators to flourish. Our Customer Experience teams ensure our customers are heard and supported when issues arise. 

We are looking for a dynamic Senior Manager to lead our global Vendor Operations team within Customer Trust. The Senior Manager for Vendor Operations will manage the daily operations of our extended global workforce. You will develop relationships with team members and lead operational performance of our partners. You will also create and help deliver important projects that help achieve our strategic priorities and goals.

This position can be located in Los Angeles, CA; Irvine, CA; Seattle, WA; and New York, NY.

• Guide the operational strategy, identifying and documenting best practices for operational success, then manage external and our teams to deliver processes against that strategy
• Work with internal groups and partners to understand workflow requirements, expectations, key performance indicators, and agents’ skills to design the best vendor implementation with optimal costs.
• Oversee workflow launches, training execution, and appropriate escalations routing, tracking progress until resolved
• Manage overall performance of operations vendor workforce for quality, resources, and service-delivery, ensure all aspects of vendor service level agreements are met 
• Partner with Finance and Legal for contract negotiations and execution, operating expense tracking, and lead consistency across vendors, sites, and reports
• Organize requirements per vendor and ensure that vendors understand expectations; report progress, capturing risks, opportunities, achievements, and performance in a periodic summary, and guide quarterly business reviews/bi-weekly meetings
• Measure pain points around operational issues and implement standardized approaches in areas that will provide the greatest impact and actively communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate team members and cross-functional partners

• B.A. or B.S. degree 
• 5+ years vendor management experience
• Experience working in operations, collaborating with global teams, multinational vendors & BPOs
• Experience in operational management and partner management
• Experience influencing and driving change within an organization
• Experience working in Customer Experience or Trust & Safety organizations

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Twitch values your privacy. Please consult our Candidate Privacy Notice, for information about how we collect, use, and disclose personal information of our candidates.

Job ID: TW8209