Sr. Manager, Customer Care Vendor Management

, CA, United States

**Sr. Manager, Customer Care Vendor Management**

at Willow Innovations Remote, USA or Mountain View, CA Willow is looking for a Sr. Manager, Customer Care Vendor Management to lead performance and quality initiatives across our outsourced contact centers. Our Customer Care model uniquely leverages agents who coach and support Moms in their pumping journey with Willow. As the Vendor Manager you will drive process and quality improvements while motivating others to meet the challenges of our Mom-focused and metrics driven mission. You effectively partner and build productive working relationships with vendor staff, peers, leadership, and other departments. You are proactive and results-driven, able to provide solutions and remove barriers for support teams to perform at their best. **Job Overview**

**Responsibilities**

* Manage outsourced contact center relationships; set metrics, hold teams accountable to performance targets, and drive process adherence

* Optimize and scale daily operations to ensure delivery of the service experience

* Identify and eliminate root cause barriers to accuracy, productivity, and quality

* Partner with internal stakeholders across operations and IT to identify and implement improvements to the agent workflow

* Launch and scale care operations in new global markets

**Key Requirements**

* Minimum 5+ years in Customer Care operations with 3+ years in a management position

* Experience working with global outsourced vendors

* An understanding of breast pumps is strongly preferred, and empathy towards pumping moms is a must

* Hands-on experience launching new markets and operating in a high-growth global market context

* Ability to adapt and scale with the business - comfortable operating as an individual contributor building cross-functional partnerships in early stages, with demonstrated experience building a team as the business grows

* Ability to create strong relationships at multiple levels, internally and externally

#li-hybrid

#li-remote

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