TSO Partner Manager

The Technical Support Organization Partner Manager role will be responsible for managing the day to day performance and relationship of ServiceTitan's outsourced contact center partner BPO(s) and be the daily operations liaison between internal stakeholders and external vendors. Along with managing partner performance, they will also function as a subject matter expert for invoicing, internal operations, and contract/legal requirements, translating the everyday requirements to BPO partner(s). The ideal candidate should have a strong mindset for process improvement and analyzing business data and, and influencing performance metrics to drive outcomes. A strong candidate will need to have a strong understanding of contract center functionality, including but not limited to data, technology, WFM, quality assurance, training, KPI's, time management. This role benefits from a strong working knowledge of ServiceTitan's Technical Supports policies, procedures and platforms.
As our TSO Partner Manager, you will:

• Collaborate with BPO Partner (s) teams to foster a healthy business relationship to support both ServiceTitan's and our partners' success.
  
  • The objective of our partner relationships that drive confidence, accountability, support, and strategic alignment through meaningful engagements and initiatives and should always uphold the ServiceTitan values.
• Assist in the management of, and hold BPO partner(s) accountable to Key Performance Indicators which include, but are not limited to: SLAs, Productivity, Quality, and contractual obligations.
• Participate in the analysis and evaluation of existing and new processes to determine effectiveness in efficiency, delivery of experience expectations, and reduction of internal friction around multiple touches, delayed workflows, etc. Partner cross functionally to propose improvements or changes to drive better outcomes for customers and/or internal employees.
• Lead weekly, monthly and quarterly performance reviews with BPO partner (s) to develop action plans for performance elevation and best practice sharing
• Possesses, or working on, developing a well rounded deep understanding of ServiceTitan's business policies and procedures at various levels within the organization.
• Identify, and promote operational strategies focused on best in class industry standards to develop and deliver on Key Performance Indicators.
• Drive cross-vendor change management and reengineering activities including implementing new processes, systems, tools/technologies, metrics, and improved organizational alignment.
• Engage with internal customers and our business partners to deliver new and innovative Technical Support capabilities.
• Provide consultative support in partnership with internal departments to drive decisions impacting service delivery and customer experience

To be successful in this role, you'll need:

• At least 2+ years of equivalent experience in a technical support organization with priority given to roles that operated in a similar fashion
• Strong leadership and influencing skills
• Self-starter with strong sense of urgency and accountability
• Excellent team player who is highly self-motivated, detail-oriented, and enjoys learning new things.
• Experience performing well in a highly dynamic, rapidly changing environment
• Skilled in focusing on desired results, determining what is important, clarifying next steps and prioritizing work effectively to meet deadlines.
• Possesses the ability to develop relationships, internally and externally, through different mediums of communication
• Regular international travel will be required. Must have a passport or being able to obtain one immediately

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.