Customer Support Operations Partner Manager (Remote) $82.93/hour
START DATE June 2022 END DATE June 2023
FLEX FACTORS Work Type Project Schedule 40 hours / week Work Remote Yes (100%) Travel Yes (25%)
REQUIRED SKILLS Customer Support Services Customer Service Management
PREFERRED INDUSTRY EXPERIENCE Technology
Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a Customer Support Operations Partner Manager on a contract basis to help support our Customer’s business needs.
While serving as the connective tissue between internal and partner support operations, you will use critical and key performance indicators and contact drivers as signals to drive partner performance, service delivery results, and business/product/operational improvements that satisfy and delight our customers. Your mission will be to drive partner support organizations to deliver world-class, multi-channel, customer-facing support and service operations capabilities. Your ultimate goal is complete customer satisfaction.
What You’ll Do:
Liaison between business and contact center operations
Actively manage partner delivery against them Implement tracking mechanisms to support business understanding of key contact drivers and their root causes
Analyze and utilize data related to contact drivers, NPS, CES, FCR, CSAT, and other channels to drive continuous process and program improvement
Review and process BPO invoices
Drive and support training content development and delivery, including agent and customer facing knowledge center content
Support Weekly, Monthly, and Quarterly business reviews
Ensure partner workers are on-boarded with the correct tooling access/permissions Work with IT and Infosec to ensure partner compliance with established security requirements
Work with Global Outsourcing to ensure periodic partner benchmarking is performed
Identify, elevate, and drive opportunities to improve partner worker engagement, operational efficiency, and customer effort reduction & clearly communicates progress of initiatives
Communicate qualitative and quantitative input from partner support channels
Work dynamically and cross-functionally to escalate and resolve issues and assist with developing and executing program requirements
5+ years experience in customer-facing communications, community management, customer service, contact center management, and/or program management
1+ year experience managing a partner relationship focused on customer support operations
Experience developing and managing processes as part of a customer support operations team, working cross-functionally with internal teams and stakeholders
Experience running data analysis, including volume forecasting
BA/BS degree preferred
Hours & Location:
M-F, 40 hours/week. This role will be remote while COVID restrictions are in place. The expectation is to be on-site at our customer’s Sunnyvale, CA office once it is determined safe to do so
All applicants applying for U.S. job openings must be legally authorized to work in the United States and are required to have US residency at the time of application.
Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program
Accrued PTO: Up to 15 days per 12 months on assignment
New Child Benefit: Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)