Vendor Operations Manager

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Video Games, BiotechnologyIndustries

Requirements

Candidates must have 5+ years of experience in BPO vendor management, customer service operations, or player support leadership, with at least 3 years managing direct reports. Proficiency in expectation management, performance management, and career development is essential, along with the ability to manage multiple BPO vendors totaling over 50 staff. Mastery of support operations workflows, workforce management, and quality assurance is required, as well as strong analytical and problem-solving skills. Proficiency in analytics software like Tableau or New Relic and experience with CRM platforms such as Zendesk, Salesforce, or Helpshift are necessary. Applicants must be authorized to work for any employer in the U.S. and cannot be sponsored for an employment visa.

Responsibilities

The Vendor Operations Manager will develop and execute the vendor strategy for player support, ensuring outstanding service while being mindful of operational costs. This role involves overseeing the execution of the vendor operations strategy, managing operational performance by tracking and reporting on KPIs, and serving as the primary point of contact for BPO vendor collaboration. The manager will hold vendors accountable for meeting expectations, oversee their operations, staffing, and policy execution, and lead a team to drive continuous improvement in player experience and operational efficiency. Responsibilities also include conducting regular audits for vendor adherence, analyzing operational performance data to provide insights and recommendations, and managing invoicing, budget, and forecasting for cost-effectiveness. Additionally, the manager will be involved in the career development of their direct reports.

Skills

BPO vendor management

customer service operations

player support leadership

vendor strategy

operational KPIs

vendor collaboration

workforce management

quality assurance

audits

budget management

forecasting

expectation management

performance management

career development

thatgamecompany

Develops visually stunning, emotionally engaging games

About thatgamecompany

thatgamecompany develops video games that focus on exploration, beauty, and emotional connection. Their games, such as "Sky: Children of the Light," "Journey," "Flower," and "Flow," are designed to be visually stunning and accessible to a wide audience, including casual gamers and families. The gameplay emphasizes shared experiences and emotional resonance, making them appealing to players looking for more than just entertainment. Unlike many competitors, thatgamecompany prioritizes artistic quality and emotional depth in their games, fostering a collaborative and experimental work environment that encourages innovation. Their goal is to create unique gaming experiences that resonate with players on a deeper level.

Santa Monica, CaliforniaHeadquarters

2006Year Founded

$190.8MTotal Funding

LATE_VCCompany Stage

Entertainment, GamingIndustries

51-200Employees