Director Partner Performance

A Day in the Life:

The Director, Partner Performance will monitor and oversee the daily operations of the outsourced partner organization. They will be a strategic leader with a voice and impact across the Customer Care organization as well as the broader company workstreams and departments.  They will directly manage and strategize the relationship between the organization and service providers. The Director will ensure that all partners are enabled for success to achieve end-to-end service delivery contractual requirements, full financial targets/plans, and pay for performance models. This position will optimize all facets of data, feedback, business intelligence, and reporting to provide detailed analysis for opportunities to enhance the customer experience and delivery of services with exceptional care and quality. The Director will also oversee and assist in the effective handling of customer escalations, service level and quality concerns. A successful candidate will have a passion for delivering exceptional customer service, a role model of outstanding business relationships, highly skilled speaker, and presenter at senior leadership/executive level audiences and a diverse business background and acumen.

This is a remote opportunity, based in North America. The minimum base compensation for this role is $125K with annual bonus and profit-sharing eligibility. The actual salary will be determined based on relevant work experience

What You’ll Do:

• Manage outsource partner functions, relationships and external support teams.
• Analyze trends across brands, locations, and queues to drive improvement and process change, increase efficiency, reduce and optimize costs at partner locations.  Prepare and present data to internal and external stakeholders at all levels.
• Establish, develop, and maintain relationships with the outsource partner network.  Collaborate with partners to review performance, improvement initiatives, and related items outlined in partner contracts and hold them accountable to the deliver and performance objectives.
• Monitor partner and Hertz compliance with contract terms and conditions. Perform evaluations, measurements, documentation, and coordination of contract/relationship activities including assessing performance, recommending contract modifications and scope changes, and approving partner activities in accordance with contract terms and service level agreements.
• Counsel partners regarding all aspects of production to align with contractual obligations including customer service issues, attendance, attrition, training, coaching, quality, and driving the right cultural alignment.
• Collaborate with internal support teams to continuously improve and enhance the customer experience.
• Act as point-of-contact across all Hertz brands and partner locations.
• Evaluate processes and recommend alternatives for process and productivity improvement. 
• Partner with internal stakeholders to prioritize resources for site visits and training, as required.
• Assist in implementing new contact queues at new or existing customers, as needed.
• Other duties and projects as assigned.

What We’re Looking For:

• At least 10 years of proven experience in BPO/Contact Center Management with a focus on supplier/vendor contract outsource relationships and performance.
• A thought provoking and strategic leader and thinker who has the ability to take organizational goals and targets and draft them into performance deliverables across all BPO segments and manage performance to those. 
• Be a self-starter with an ability to self-motivate with an ability to drive performance and accountability at outsource partner locations. 
• Highly detailed, analytical and possess an ability to speak across all levels in a thoughtful way that drives partnership and buy-in.
• Ability to work under minimal supervision with a highly detailed and goal-oriented mindset.
• Excellent verbal and written communication skills.
• Excellent organization, time management, and prioritization skills.
• Strong critical thinking and decision-making skills.
• Courageous leadership and accountability.
• Dedication to providing an excellent customer experience.
• Bachelor’s degree in business or related field or equivalent work experience, required
• 10 years’ leadership in a customer service, support or sale environment, preferred
• Experience working in a matrix organization with vendor relationships, preferred
• Six Sigma, project management, or process improvement experience, preferred
• Proficiency in MS Office, required
• Travel up to 50% (globally)
• Full Time remote (Eastern or Central time zone highly preferred).

What You’ll Get:

• Up to 40% off the base rate of any standard Hertz Rental   
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts –Theme Park Tickets, Gym Discounts & more

Salary : $125,000