Tech Stack

Description

You will manage vendor relationships and performance for customer support and onboarding, ensuring alignment with Payoneer's priorities and driving operational excellence. This role involves tracking metrics, developing improvement plans, and fostering strategic partnerships to enhance efficiency and customer experience.

Requirements

• 6+ years contact center/operations experience
• 3+ years managing outsourced suppliers for customer-facing support
• Strong vendor management and operations management skills
• Excellent verbal and written English; native Mandarin speaker
• Bachelor's degree or equivalent experience

Responsibilities

• Own vendor relationship and performance
• Track, measure, report and evaluate vendor performance
• Develop and implement performance improvement plans
• Report on performance in weekly/monthly/quarterly forums with senior leadership
• Identify opportunities to enhance efficiency and quality from vendors