Senior Manager, Vendor Relationships Customer Care (remote)
JCPenney
- Plano, TX
- Permanent
- Full-time
- Assists Procurement and Legal in negotiating pricing and drafting of vendor contracts (Master Service Agreements, Scope of Work, amendments, and other agreements) on behalf JCPenney.
- Leads contracting initiatives including drafting of contract terms and conditions, redlining agreements, and driving the Request for Proposal proposals.
- Maintains library resource of key contract metrics (Roles and Responsibilities, Service Level Agreements, Pricing, etc.)
- Works with Compliance and other areas in managing contractual deliverables and obligations.
- Analyzes, audits, and approves monthly invoicing, and forecasts future expenditures.
- Maintains JCPenney contract termination and expiration tracking.
- Oversees/drives performance metrics, ensuring partners meet and exceed contractual SLAs and KPIs.
- Oversees reporting for performance and risk management at a vendor or category level including hiring and attrition trends.
- Drives continuous improvement and innovation within Business Process Outsourcing (BPO) operations, implementing best practices and new strategic vision.
- Advocates and streamlines workflow to automate processes and drive improved customer experiences, revenue, and agent efficiency.
- Oversees the deployment and implementation of applications and new initiatives with vendor partners.
- Collaborates with Learning & Development Team to create content, training, and quality programs that support the vision for the team.
- Leads vendor business reviews on a weekly/monthly/quarterly/yearly basis, providing direction and insight toward achieving productivity goals.
- Provides on-site support to our BPO sites, at least quarterly, and as necessary, to include both domestic and international travel.
- Bachelor's degree in business management, communications, systems management, or an equivalent years of related experience.
- 8+ years of leadership experience within a Call/Contact Center.
- 10+ years Vendor Management/BPO experience, including Contract Management, multi-channel BPO vendors with 200+ agents and M+ annualized contracts. Proven track record of enhancing customer service through effective vendor management.
- Experience facilitating changes around new processes and technology in a continuously evolving environment.
- Ability to navigate within a complex organization, communicating and interacting with others of all management levels.
- Proven problem-solving capabilities and critical thinking skills.
- Must have strong communication skills and heavy analytical expertise.