Vendor Manager Zoosk
Zoosk is seeking an energetic leader to manage quality and the level of service received from vendors supporting our User Operations team. The Vendor Manager is a key leadership role and includes working with vendors to manage all customer support communication and content moderation, and drive quality and performance measured through reporting and metrics. Must ensure service levels are met, quality objectives are achieved, and costs are effectively managed. Leadership and a drive for continuous process improvement will be essential for a successful candidate.
See more of our team and office at http://www.themuse.com/companies/zoosk
Drive daily delivery of performance objectives and manage established KPIs for vendors; create action plans for increasing performance as needed
Research, develop and implement program optimization initiatives
Assist in improving program performance through continuous evaluation and refinement of processes and technology; identify opportunities to increase contact center efficiencies and implement key best practices
Develop a mutually beneficial relationship with multiple outsourced partners
Responsible for timely reporting of all required metrics; validate accuracy and compliance with all contract stipulations
Review vendor staffing plans and ensure vendor is preparing/planning effectively to meet service levels for tasks
Handle escalated consumer inquiries as needed or required
Timely alert management to contact center issues and outages
Travel to service delivery locations for product/process training, performance audits, business reviews, and to ensure quality performance
Manage vendors to monthly and quarterly budget targets
Commitment to excellence
5+ years contact center management experience with significant vendor management and or Business Process Outsourcing (BPO) experience.
Undergraduate degree or equivalent required.
Ability to travel domestically and internationally approximately 25-50%
Ability to influence
Must be self-motivated and driven
Strong analytical skills, negotiating experience and effective vendor / client collaboration skills.
Start-up, technology, and contact center experience strongly preferred
Strong communication skills, both written and oral
Strong interpersonal skills and relationship building skills required; ability to resolve conflicts.
Strong contact center management skills (technology, training, recruiting, etc.)
Zoosk's innovative matchmaking technologies connect millions of singles around the world with potential matches everyday. Zoosk?s Behavioral Matchmaking? engine presents potential matches to users, models users? behavior as they interact with the recommended singles and continuously incorporates the learnings to improve subsequent suggestions. Founded in 2007 by Alex Mehr and Shayan Zadeh, Zoosk is a top online dating service available in more than 70 countries with headquarters in San Francisco.
||San Francisco, CA 94111 |
Zoosk is one of the largest online dating services in the world, with over 50 million users, close to 20 million daily page views, from "Zooskers" in 60 countries With 100 thousand new profiles added daily, we are the single fastest growing dating service on the web and our supersonic performance was recently celebrated in the Wall Street Journal's inaugural top 50 "Next Big Thing" List (March 09, 2010).
While we originally took advantage of viral opportunities on social networks, Zoosk has evolved into an easy, fun and safe online dating experience that today connects singles from the we
20 - 50M RaisedInvestors: ATA Ventures
, Canaan Partners All Jobs: at Zoosk
|Headquarters:||San Francisco, CA 94111|
|Company Profile:||Working At Zoosk
Zoosk is the fastest growing social dating destination. Our applications on social networks such as Facebook, MySpace, and Bebo have more than 50 million users with close to over 20 million daily page views from users in 60 countries Simply put, Zoosk is online dating that doesn't suck. Our users, mostly young professional, enjoy a fun and playful experience while they meet new people in their local areas.
Zoosk is a VC backed startup and our office is located in downtown San Francisco. We are always looking for open minded, energetic, and driven individuals that love the challenge of turning an established industry upside-down. We build world class social web products and in the process we make sure to have plenty of fun. If you want to work with exceptional people on toughest engineering problems every day, you want to join Zoosk.
Some Benefits of Joining Zoosk
- Sexy MacPro or MacBookPro stations to work in style
- Free beverages and snacks, to keep you fired up
- Free dinner every night
- Medical, dental and vision plans
- Life Insurance and 401K savings plan|
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