Vendor Manager

Job title: Vendor Manager in Chicago, IL at Stripe
Company: Stripe
Job description: Who we areAbout StripeStripe is a financial infrastructure platform for businesses. Millions of companies - from the world's largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career.About the teamThe vendor management team's mission is to support Stripes' global expansion by creating a high-performing, scalable, and sustainable vendor ecosystem. We offer friendly and personalized support to users worldwide, consistently striving to deliver the fastest and most effective solutions to their inquiries. By working closely with our vendor partners, we ensure they consistently deliver a superior user experience to Stripe's users.What you'll doAs Stripe's user base and global footprint grows dramatically, we are looking for an experienced Vendor manager who brings both strategic and operational abilities to lead our outsourced support operations. Our vendors provide user support across a number of contact channels such as email, chat and phone, they generate sales and qualify leads, they perform risk reviews and execute a variety of back office functions. You are responsible for overseeing the vendor operations for Stripe across user-facing teams and ensuring that the vendors are delivering world class support experience to our users. You will be working closely with cross-functional leaders and operational teams across our Product Sales Operations, Enablement and Infrastructure teams.Responsibilities

• Build and own operational relationships across key partners in user operations, external vendors and internal teams

• Hold Stripe's external partners and internal stakeholders accountable for performance and contractual commitments

• Own the management of vendor sites including contracts and commercials, staffing and delivery of required inputs from the vendors. You will be responsible for working with the vendor and internal teams for enablement of the sites

• Lead Business Reviews and actions with vendors to drive KPI performance. Be directly accountable for maintaining metrics and analysis of vendor performance, and provide regular reporting on performance.

• Deep dive and improve workflow management, workforce management practices at the vendor site(s) and ensure optimal practices for adherence to Stripe defined workflows

• Be an expert on Stripe products. Act as an onsite coach and key bridge between external partners and internal Stripe team to deliver measurable process improvements.

• Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.

Who you areWe're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.Minimum requirements

• At least 5+ years of direct vendor management experience within a BPO environment

• Experience leading vendor operations teams responsible for technical customer support, ideally in high-growth tech companies or startups.

• Excellent written and verbal communication skills.

• Strong operational background and a track-record of making data driven decisions. Ability to write simple queries and run data analysis on tableau, SQL or equivalent

• An ability to execute on and deliver complex operational projects involving multiple stakeholders.

Preferred qualifications

• You enjoy managing large cross-functional and global projects.

• You enjoy doing whatever it takes to execute on complex initiatives, and have a track record for taking projects from conception to launch.

• You have a knack for working well with a wide range of people across internal teams and external vendors.

• You are action-oriented, with strong organization skills and attention to detail.

• You enjoy working amidst high ambiguity, and do whatever it takes to execute on complex projects

• You excel in analytical thinking and problem solving, and use first-principles thinking and data to structure strategic recommendations

Hybrid work at StripeThis role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office).Office-assigned Stripes spend at least 50% of the time in a given month in their local office or with users. This hits a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility about how to do this in a way that makes sense for individuals and their teams.A remote location, in most cases, is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently or plan to live.Pay and benefitsThe annual US base salary range for this role is $90,900 - $136,400. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Applicants interested in this role and who are not located in the US may request the annual salary range for their location during the interview process.Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.Office locationsChicagoRemote locationsRemote in United StatesTeamOperationsJob typeFull time
Expected salary: $90900 - 136400 per year
Location: Chicago, IL
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