Summary: This is a remote, work from home position and responsible for the sourcing process to select and manage vendors for specific category of products/services, based on strategic directions set forth by CCC Leadership. The manager will also be responsible to ensure contractual compliance, reporting, day to day performance management and financial oversight.
Responsibilities:
- Defines and executes a process to identify, evaluate, and propose vendor selection
- Prepares business cases for engagement with vendors to include criteria for clearly measuring vendor expectations
- Provides vendor performance scoring, visibility reporting, and continuous improvement of vendor performance in adherence to service level agreements and contractual terms
- Communicates vendor performance issues to process owners and senior team
- Tracks issue resolution and pursues payment compensation for penalties due to failure to meet established service level agreements, and /or delivery of poor service quality
- Performs pro-active contract review and re-negotiations to maintain the right mix of vendors and ensures a balance between the value supplied and level of risk to the company
- Participates and leads the process improvement, development and implementation of vendor management tools, training and best practices to facilitate, measure and monitor vendor and program performance
- Implements structure, process, and governance as it relates to vendor communications, contract management, and on-going vendor relationships
- Works proactively with vendors and process owners to identify and resolve issues
- Participates and leads contract negotiations, product selection, audit functions and onsite reviews
- Contributes to business strategies by developing actionable plans or programs and ensures integration of related functions
- Establishes business plans, policies, procedures that support and align with Company initiatives and strategies
- Monitors plans and programs to ensure alignment with business objectives and other functions
- Implements and monitors process and service delivery improvement
- Practices Financial stewardship as appropriate for position
- Negotiates financial agreements (e.g. contracts or services) that have an impact on the business and approves in accordance with signing authority
- Monitors function and/or team activities to ensure alignment with needs of multiple customer groups
- Accountable for team performance and development
- Performs other duties as assigned by management
Required Qualifications:
- Bachelor degree or in lieu of degree, High School Diploma/GED and 10+ years Call Center Operations experience
- 5+ years people and business management experience with demonstrated ability to perform in matrixed environment
- 3+ years of managing outsourced, contracted or third party/multi-party operations
- 3+ years of contracting and negotiation experience
- Direct experience in effectively leading strategic programs in sophisticated, complex and matrixed environment
- Adept at balancing short-term pressure with long-term goals.
- Ability to travel up to 30%, including occasional International travel
- Ability to develop strong working relationships with management and external vendors
- Ability to effectively and professionally communicate through verbal, written, presentation and interpersonal skill
- Demonstrated ability to prepare and implement negotiation and vendor selection strategies and lead vendor performance analysis
- Excellent conceptualization, analytical and logic skills
- Demonstrated strong understanding of sourcing and contracting principles
- Ability to function independently and as a team member
- Ability to effectively manage multiple priorities and projects; function in a fast-paced moving, constantly changing, deadline driven environment
- Familiar with vendor management and contract software applications
- Strong planning/organization and time management skills
- Strong analytical, strategic thinking and decision makings skills
- Familiarity with financial risk evaluation methodologies and risk based modeling
- Knowledge on outsource solutions and compliance evaluation requirements
- Ability to understand and translate financial implications on the business
- Ability to influence satisfaction through managing relationships and delivering Company programs and services and monitoring results
- Ability to communicate initiatives and translate strategic impact on the team
- Ability to partner with other internal resources in the execution of the strategy
- Ability to achieve results through others by managing teams
Preferred Qualifications:
- Hospitality, Theme Park or Call Center experience a plus
- Experience with e-learning platforms
- Proficient with call center technology including: Vonage, Verint Monet, Opera, Salesforce
Home Office/ Computer/ Internet Requirements:
- A private workspace or home office free from distraction
- Access to laptop or desktop computer (Chromebooks are not supported at this time)
- Minimum System requirements:
- Intel Core I5 or Core I7 CPU
- 16GB DD4 Memory
- Windows 10 version 1903
- Citrix Workspace App version 1911
- IE version 11 and latest version of Google Chrome
- Reliable, high speed internet (minimum 25 MB download and 5 MB upload)
Physical Requirements:
- Able to sit for extended periods of time
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)