At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.
The Vendor Manager will report to the Senior Manager, SCC. In this role, you will own global BPO relationships and outcomes for a segment of Lyft's support operations. This role will be the centralized leader for performance management, KPI accountability and day-to-day oversight of external BPO agents. Success in this role includes the tireless advocacy for all experiences Lyft provides through optimizing our global operations network and the outcomes they support.
The ideal candidate has a strong passion for customer service, bringing to the table your experiences working with and managing BPO's, owning improvements across multiple lines of business while creating an unequaled level of service within our Lyft community. The Vendor Manager will act as a liaison between our internal and external stakeholders. The Vendor Manager will proactively identify opportunities and gaps within our Safety team and work cross functionally with vendors to implement short and long term solutions with a goal on improving the overall customer experience. This work will include daily deep dives into data to identify areas of opportunity, weekly and biweekly shadow sessions with Vendors, and ticket deep dives to work with vendors on improving the customer experience.
Responsibilities:

• Drive daily delivery of performance objectives and manage established KPIs for vendor partners; create action plans for increasing performance as needed
• Analyze data and proactively identify operational improvements
• Work cross functionally with internal Quality and Training teams to identify trends needed to improve.
• Identify gaps in associate content and partner with content teams to make changes or update
• Obsess over low and high level Safety issues and work cross-functionally within Lyft and with BPO partners to improve customer outcomes and experiences
• Own quality outcomes for all Safety agents, working with internal Quality and Training teams to make process, training, and content improvements to positively influence customer experience
• Work closely with our WorkForce Management teams to identify headcount or backfill staffing needs
• Maximize the efficiency of external vendor and ensure productivity and cost balancing
• Monitor daily operations and address potential issues when they arise
• Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans
• Daily monitoring of KPIs to ensure Vendors are hitting KPI goals.
• Provide Weekly Scorecard insights to internal leadership and Vendors, and map out opportunities for improvement.
• Research, develop and implement program optimization initiatives
• Lead in the development and presentation of Weekly/Monthly/Quarterly Business Reviews
• Identify and project manage any additional work coming from the Operations team
• Responsible for timely reporting of all required metrics; validate accuracy and compliance with all contract stipulations
• Handle escalated vendor inquiries as needed or required
• Timely alert management to vendor issues and outages
• Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance
• Measure and support Resolve and operational metrics for the Vendor sites
• Report out metrics/initiatives to Senior Leadership
• Process creation and management, requiring internal cross-collaboration and knowledge
• Ability to think strategically to engage and influence Vendor Leadership and associates to drive performance in alignment with operational metrics desired

Experience:

• Commitment to excellence
• 4 years contact center management experience with vendor management
• Business Process Outsourcing (BPO) experience
• Undergraduate degree or equivalent required
• Ability to travel domestically and internationally at a minimum of 25%
• Must be self-motivated and driven, with the ability to build strong relationships
• Strong analytical skills, negotiating experience and effective vendor / client collaboration skills.
• Data obsessed mindset
• Effectively communicates progress, timelines, delays, and blockers to stakeholders, ensuring clear priorities and goals. Can identify the communication style needed to get desired results.
• Builds productive relationships with customers, partners, or other external contacts. Has a strong understanding of customer needs and can tailor solutions appropriately.
• Has expanded conceptual knowledge and skills. Effectively exercises judgment within defined procedures and practices to determine appropriate action.
• Ability to deep dive into root causes and provide actionable recommendations.
• Strong communication skills, both written and oral
• Strong interpersonal skills and relationship building skills required; ability to resolve conflicts
• Clear and concise written communication skills
• Experience in JIRA and Tableau is a plus!
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
• Commitment to quality, accuracy, and consistency
• Demonstrates the ability to take initiative with vendors on doing the right thing for the customer
• Strong presentation skills
• Comfortable working in GSuite
• Flexible schedule, occasionally will need to support Holiday and weekends for our 24/7 operation

Benefits:

• Great medical, dental, and vision insurance options
• Mental health benefits
• Family building benefits
• In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law.This role will be in-office on a hybrid schedule following the establishment of a Lyft office in Nashville — Team Members will be expected to work in the office 3 days per week on Mondays, Thursdays and a team-specific third day. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #HybridThe expected base pay range for this position in the Nashville area is $68,000-$86,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.