Overview
Senior Manager, Vendor Management – Philadelphia, 19109, United States of America
Famehouse, a division of UMG, is the preeminent leader in D2C solutions in music, defining & delivering the industry’s best-in-class service to connect artists with their fans. Established & headquartered in Philly, Famehouse powers eCommerce for UMG’s labels, artists, and Bravado, along with a select roster of 3rd party clients. Our success & culture is fueled by collaboration—both within FH and with our partners. We are passionate about the impact of eCommerce for artists, providing a full service solution to grow an artist’s owned business including strategy, creative, storefront merchandising, fulfillment, customer service, technology, and more.
How we LEAD:
At Famehouse, fans are at the forefront of our business. They’re more than customers, they’re passionate supporters of our artists, and we’re equally passionate about supporting them. That fan-first philosophy is why our customer service team is called Fan Services. We’re seeking a Sr. Manager, Vendor Management to oversee the Customer Service operations provided by our BPO partners. This person will provide support to the Director, Vendor and Technology Management.
How you’ll CREATE:
- Manage day to day operations of vendor support.
- Maintain database of vendor training and skill sets to ensure exceptional coverage across all business needs
- Collaborate with vendors to ensure alignment with the organization’s strategies, policies, processes and procedures.
- Act as the primary point of contact for vendor-related issues and escalations, ensuring items are resolved in a timely manner.
- Review and report on daily operational metrics inclusive of daily workload and staffing levels, trends and previous day performance
- Oversee vendor performance, proactively detecting actual and potential risks and trends.
- Review and analyze vendor metrics, holding vendors accountable to agreed-upon contractual service levels and obligations.
- Partner with Quality lead to present analysis, reporting and corrective actions needed on vendor performance gaps.
- Communicate with both internal and external partners to implement solutions to ensure and maintain consistently high standards with customer communications
- Ensure vendor(s) meet security requirements and maintain business continuity plans.
- Other duties as assigned.
Bring your VIBE:
- Results driven offshore vendor management experience including but not limited:
- KPI monitoring and analysis
- Hiring and training
- Performance management
- Process enhancement
- End to end issue resolution
- Objective development for day-to-day operations
- Resource planning
- Positive attitude, team player, adaptable, resourceful, and self-starter who can lead a team
- Experience managing and working with remote and international teams.
- Strong communication skills, both verbal and written.
- Exceptional leadership skills with the ability to coach and drive results
- Ability to recognize situations that need to be escalated
- Independent thinker; able to make meaningful decisions based on each situation.
- Excellent follow-up skills and 100% follow through on commitments.
- Result and action-oriented, resourceful and efficient
- Strong work ethic, highly motivated, upbeat personality, team player.
- Ability to analyze and report on trends and issues.
- Strong computer skills: Proficient in Microsoft Office, internet research, and project management tools such as Monday.com
- 3+ years vendor management experience
- 5+ years customer support experience
- As support runs 7 days per week, please note that weekend and off hours coverage may be required in line with business needs
