Associate Manager - Customer Care Sourcing Strategy

Profile

Best Buy

The Associate Manager

will support Sourcing and Footprint Strategy

within our Best Buy Customer Care team. This Associate Manager will oversee relationship within our third party (BPO) network while managing vendor health and contractual governance. This leader will be expected to foster strong relationships with our external partners and drive cross-functional engagement within a complex matrix of capabilities. To be successful in this role, this leader will need to have strong organizational skills and build strong partnerships across a diverse community.

This position is remote eligible.

What you will do:

This leader will be responsible for maintaining and growing vendor partner relationships, serve as an advocate for our BPO network, and driving KPI performance within our partner network

Responsible for the execution of various partner management cadences (i.e., Quarterly Business Reviews, Annual Vendor reviews, benchmarking multi-channel performance, etc.)

Serve as the primary point of contact for issues related to partner performance to effectively resolve escalations

Build relationships and trust through transparency with cross-functional partners (internal and external) to ensure efficient communication and lasting results

Facilitate contractual updates in partnership with internal teams to ensure contractual SLAs and KPIs are in alignment with a changing business environment

Responsible for supporting vendor contract negotiations and monitoring of contractual compliance

Expertise in quickly developing effective working relationships, exhibiting strong conflict management skills, and demonstrated ability to multi-task

Ability to travel up to 25%

Basic Requirements

4 or more years Contact Center and/or Retail Leadership experience managing teams of 10 or more

3 or more years of experience in customer service, operations, business, retail, or related area

3 or more years of experience in intermediate project management, time management, and process or “run the business activities”

2 or more years of vendor or client management experience

Experience with contract management

Strong communication skills (written and verbal)

Preferred Qualifications

4-year Bachelor’s Degree

Proven track record of driving business outcomes while leveraging contractual obligations to vendors.

Company info

Best Buy
Website : http://www.bestbuy.com