Senior Manager – Remote Jobs San Antonio

Job Type: Senior Manager
Location: San Antonio
Company: Amazon...

Are you passionate about creating a safe and inclusive online community? Join Twitch’s Customer Trust team to lead the global Vendor Performance team and play a crucial role in ensuring a secure and welcoming environment for creators and users alike. We are looking for a dynamic Senior Manager to oversee the performance of our vendors across Customer Experience and Trust & Safety operations.

Responsibilities: • Develop and execute the Vendor Performance operational strategy, including documenting best practices for operational success and managing external teams to deliver processes accordingly. • Collaborate with internal groups and stakeholders to understand workflow requirements, expectations, key performance indicators, and agent skills to design efficient systems for Vendor Performance operations. • Monitor relevant vendor reporting, identifying opportunities to optimize coverage patterns and maximize resource value. • Oversee vendor workflow launches, training execution, and escalations routing, tracking progress until resolution. • Manage the overall performance of operational vendors, including resource allocation, service level agreements, and key performance indicators. • Identify and address pain points in outsourced operational issues, implementing standardized approaches for maximum impact. • Effectively communicate feedback, challenges, insights, and roadblocks to relevant stakeholders and cross-functional partners. • Lead vendor relationship management activities, including preparing documentation for regular business reviews, onboarding/offboarding vendors, and tracking purchase orders related to vendors.

Requirements: • Bachelor’s degree (B.A. or B.S.) • 5+ years of vendor management experience • Operational and stakeholder management experience • Experience in influencing and driving change within an organization • Excellent verbal and written communication skills • Experience working in Customer Experience and/or Trust & Safety organizations • Experience collaborating with global teams and multinational vendors/BPOs

Perks:
• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)

Join Twitch’s Customer Trust team and be a part of our mission to create a safe and inclusive community for creators and users. Apply now to make a meaningful impact on our global operations and drive positive change in online spaces

Apply Job!