Director, Vendor Operations, Customer Success

About Us

Stanley is defined by Creativity, Building and Invention. Driven by purpose, passion and performance. Obsessed with making a difference. And keeping our promises. Proud of our yesterday. And focused on building the team of tomorrow.

Position Overview: 

This position will oversee and manage vendor operation for our customer success organization responsible for managing and coordinating vendor activities between contract entities and the Stanley1913 Customer Success organization. The Director, Vendor Operations will be a key member of the CS Leadership team whose mission is to create, innovate and build a new customer success standard that represents the Stanley1913 brand. This role serves to build and solidify our relationship with our consumers and our customers to create relationships for a lifetime.

What You'll Do

• Onboard, manage performance, monitor and mitigate risks to ensure service delivery by vendors in accordance with the contract terms between the vendor and Stanley1913.
• Ensure vendor compliance with all regulatory and contractual requirements
• Research latest and greatest global vendor options to drive continues and innovative improvement
• Deliver financial, experiential and operational KPIs
  
  

Who You Are

• Deep understanding of business requirements, deliverables, processes and technologies
• Setting the strategic direction, mission and vision for Stanley’s vendor management and partnership.
• Collaborate with internal business partners to develop criteria and best practices for vendor selection.
• Must be comfortable working in a fast-paced environment; need be willing to pull up your sleeves and get it done.
• Participates in the negotiation process of service level agreements, ensure the contractual obligations are achieved, and initiate contract changes when required.
• Provide assistance to optimize the cost-effectiveness of negotiations and ensure compliance of negotiated agreements relating to regulatory requirements, services and products are met.
• Expert in reviewing and communicating requirements for clarity and ensuring effective execution of change requests
• Manage all maintenance, enhancement or updates to processes, tools or vendor management relationship, including vendor tracking, analytics and vendor performance management.
• Manage vendor contracts, oversee licensing and regulatory requirements.
• Assist in resolving day-to-day issues when necessary.
• Analyzes budget data and monitors Return on Investment (ROI) for vendor performance. Audit vendor work when necessary. Serve as a liaison between stakeholders, vendors and internal leadership; represents vendor performance through consistent and timely reporting and analytics of Key Performance Indicators to senior leadership and key stakeholders.
• Manage vendor relationships as the key point of contact between specified vendors and the business.
• Serve as a point of escalation for vendor issues and disputes and drive those issues to resolution.
• Develop, implement and manage reporting of metrics and Service Level Agreements that effectively measure team and vendor performance in line with the needs of the business.
• Responsible for optimizing vendor relationships through contract management, financial and quantitative analyses and relationship management, effectively creating mutually beneficial opportunities.
• Manage the collection, consolidation and communication of reporting and data on vendor contracts, performance, risk and relationships to key stakeholders and vendors.
  
  

Education and Experience Requirements: 

• Graduate degree or equivalent combination of education and experience
• 12 years of experience, including 7 years of experience with operations/contact center vendor management and contract negotiation and review
• Expertise in salesforce; telephony, and contact center systems and strategy
• Workforce Management
• Experience leading Change
• Innovation and Creative Solutionist
• Strong attention to detail and ability to work with complex technical information. 
• Excellent written and verbal communication skills
  
  

Travel: This position includes international travel up to 50% of the time

The base pay range for this position is for a successful candidate within the state listed. The successful candidate’s actual pay will be based on multiple factors such as work location, job-related knowledge, skills, qualifications, and experience.

Salary Range

$150,000—$170,000 USD

Stanley is committed to a diverse and inclusive work environment. Stanley is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach out to recruiting@stanley1913.com.

Stanley is a total rewards company, which includes rewards beyond base salary. At Stanley, full-time employees are eligible for an annual bonus, based on company and individual results. In addition, we offer a variety of employee benefits, personalized time off, 14-Paid holidays, dental, vision, 401(k), and much more.

About HAVI

HAVI is a global, privately owned company that connects people with ideas, data with insights, supply with demand, restaurants with deliveries and ultimately, people with the products they love. Whether we are sourcing, storing or delivering products, we bring unmatched category expertise and unrivaled operational excellence, combined with powerful digital analytics and insights. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI’s business units include Supply Chain, tms and Stanley. Our portfolio of businesses offers best-in-class sourcing and supply chain capabilities, brand defining marketing and promotion services and innovative consumer products. For more information, please visit HAVI.com, tmsw.com and stanley1913.com.