Senior Vendor Operations Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee daily performance of BPO vendors, identify KPI discrepancies, and facilitate root cause analysis along with corrective measures.

• Develop and enhance scorecards, dashboards, and operational tracking tools on an ongoing basis.

• Convert operational data into straightforward recommendations and provide real-time insights into vendor performance.

• Manage onboarding processes, track milestones, and handle off-boarding with BPO partners.

• Refer complex vendor-related issues to the relevant stakeholders.

• Assist in quality and training initiatives through nesting coordination and reporting on QA trends.

• Propel cross-team projects and Vendor Management strategy initiatives by creating stakeholder materials, conducting process compliance assessments, and contributing actively to projects.

⛳️ Requirements

• A bachelor's degree in business, economics, operations, or a related discipline, or equivalent hands-on experience.

• Between 2 to 4 years of experience in project coordination, customer support operations, or roles related to BPO.

• Proven data analysis capabilities with the ability to convert data into practical insights and recommendations.

• Excellent written and verbal communication skills.

• Experience in delivering clear presentations to peers and external vendor partners.

• Capability to juggle multiple tasks in a dynamic and fast-paced setting.

• Strong organizational abilities and meticulous attention to detail.

• History of fulfilling commitments and effectively escalating issues when necessary.

• Willingness to travel around 25% both domestically and internationally.

• Availability to work during Eastern Time Zone business hours.

• Preferred: Familiarity with SQL or data querying tools; experience with Salesforce or comparable CRM systems.

• Preferred: Background in supporting nesting, training coordination, or quality assurance programs within a BPO context.

🏝️ Benefits

• Equity grant for new hires.

• Annual refresh grants.

• Flexible work location options, including home, office, or coffee shop.

• Regular in-person events to foster connections and build community.

• Competitive compensation and benefits that vary based on work location.