Vendor Operations Manager - Remote

Overview

The Vendor Operations Manager will ensure that our player support operations reflects our core value of treating players as house guests, by developing and executing a vendor strategy that enables outstanding service.

In Short

• Oversee execution of the vendor operations strategy.
• Manage operational performance and report on KPIs.
• Primary point-of-contact for BPO vendor collaboration.
• Hold vendors accountable for meeting studio expectations.
• Lead a team to drive continuous improvement in player experience.
• Conduct regular audits for vendor adherence to contracts and best practices.
• Analyze operational performance and provide recommendations.
• Manage invoicing, budget, and forecasting for cost-effectiveness.
• Involved in the career development of direct reports.
• 5+ years in BPO vendor management or player support leadership.

Requirements

• 5+ years of experience in BPO vendor management, customer service operations, or player support leadership.
• 3+ years managing direct reports with performance management skills.
• Ability to manage multiple BPO vendors with 50+ staff.
• Mastery of support operations workflows and quality assurance.
• Strong analytical skills and proficiency in analytics software.
• Experience with CRM Platforms such as Zendesk and Salesforce.

Benefits

• Paid Time Off, Holidays, and Two Weeks Winter Break.
• Medical, dental, and vision coverage from day one.
• Pet Insurance available.
• Compassionate leave for family care.
• Pre-tax wellness and work from home stipends.
• Access to 401K with company match.
• Mental health resources and Employee Assistance Program.
• Discount portal for everyday goods and services.
• Support for personal professional development.
• Inclusive and diversity initiatives.