Senior Vendor Management (MJ035032)

岗位职责

职位描述

1. End-to-End Vendor Lifecycle Management

Independently manage the complete vendor lifecycle: from Sourcing, RFI/RFP, Contracting, and Onboarding/Ramp-up, to Steady-state management and offboarding.

Lead Monthly and Quarterly Business Reviews (MBR/QBR) with BPO C-suite and site directors, driving accountability and ensuring continuous systemic improvements.

Establish and refine the vendor performance assessment framework, holding partners strictly accountable to agreed-upon standards.

1. Operational Excellence & Operations KPI Mastery

Closely monitor and drive core service operations metrics, including but not limited to CCR (Customer Contact Rate), SL (Service Level), SCR (Service Compliance Rate), AHT, FCR, CSAT, etc.

Go beyond surface-level data: conduct deep-dive root cause analyses when KPIs fluctuate. Accurately identify bottlenecks across WFM (shrinkage, scheduling efficiency), Quality Assurance, and Training (nesting survival rates, attrition).

Develop robust Business Continuity Plans (BCP) and Escalation Matrices to mitigate operational risks during peak seasons or system outages.

1. Commercial Structuring & SLA Negotiation (Core)

Partner with Procurement and Legal teams to draft, negotiate, and renew Statements of Work (SOWs) and Master Service Agreements (MSAs).

Design and execute sophisticated "Pay-for-Performance" commercial mechanisms. Flexibly utilize financial levers by structuring logical, mutually reinforcing bonus and malus (penalty/incentive) clauses to drive BPO excellence without compromising quality.

Evaluate and optimize BPO billing models (e.g., Per Productive Minute, Per Ticket, Per Headcount) to reduce Total Cost of Ownership (TCO) while maintaining high service standards.

1. Process Building & Cross-Functional Governance

Build standard operating procedures (SOPs) and governance mechanisms from the ground up, eliminating blind spots in outsourced operations.

Act as the strategic bridge between the BPO partners and internal stakeholders. Seamlessly collaborate with internal WFM, QA, Training, Product, and IT teams to ensure external sites are fully equipped for new site launches.

任职资格

1. Experience & Hard Skills

7–10+ years of progressive experience in Customer Service / Call Center operations management. 3-5+ years of proven experience independently managing large-scale, multi-site global BPO vendors. Background in OTA (Online Travel Agency), global E-commerce, or tech industries is highly preferred.

Deep Operational Knowledge: must understand the "engine under the hood." Thorough understanding of Workforce Management (forecasting, scheduling, adherence), QA calibration, and Training workflows.

Commercial Acumen: Extensive experience in contract negotiations and SLA financial structuring. You must demonstrate the ability to independently design comprehensive KPI penalty and incentive models.

1. Soft Skills & Competencies

Logical & Strategic Thinker: Exceptional analytical skills with the ability to simplify complex problems and build scalable frameworks/mechanisms.

Stakeholder Management: High-level executive presence. Capable of communicating assertively with BPO leadership while tactfully driving internal cross-functional alignment.

Accountability & Drive: Highly self-driven, result-oriented, and capable of operating autonomously in a fast-paced, high-pressure environment. Possesses a strong "Owner" mentality.

Language: Fluent in English (both written and verbal) for seamless global communication and contract negotiations.

1. Bonus Points

Active COPC Certification (e.g., CSP or VMO Implementation Leader) is a massive advantage.

Familiarity with Lean/Six Sigma or PMP methodologies, with a track record of process re-engineering.

任职要求

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