GoPro:
Vendor Manager Job in San Mateo, VT
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San Mateo, VT
Full-time | Customer Service
About the job
Vendor Manager
About GoPro
GoPromakes it easy for people to celebrate and share experiences. We believe life is more meaningful when shared. We build cameras, software, and accessories that help the world share itself in immersive and exciting ways.
GoPro is a global movement whose business is driven by shared experiences. We celebrate diversity. We practice inclusion. We foster belonging. We demand equality. And we share the experiences of individuals and communities who also hold these values as core to who they are. From So Paulo to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.
GoPro is seeking a Vendor Manager within our Customer Support team to manage our EMEA and APAC outsource locations. This position will work to improve the global customer experience and drive overall site performance. The candidate should be results driven, detail-oriented and a strong communicator. They need to understand customer support operations and outsourcer relationship management.
Responsibilities
Partner with vendors to drive Key Performance Indicators (KPIs) impacting both productivity and quality such as Service Level (SLA), Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Collect and analyze data to understand contact volume and customer satisfaction trends within the APAC/EMEA region and communicate finding to key stakeholders
Drive vendor operations and ensure proper execution of GoPro Support strategies and initiatives
Analyze customer and vendor roadblocks and work with teams across the company to resolve issues and improve the experience
Coordinate implementation of training and staffing plans at vendor locations
Act as primary Customer Support contact for EMEA and APAC region, bridging the gap between GoPro and vendor teams
Travel regularly to call center vendors to maintain relationship with management staff and evaluate site performance
Skills Were Stoked About
4+ years experience in customer service operations and outsourcing
Experience managing leaders and multiple stakeholders
Comfortable delivering information across various levels and audiences
Expertise with business tools such as SalesForce.com, NetSuite, Confluence, Litmos, Five9, and GetFeedback
Ability to work with independently and exercise good judgment
Must be able to travel to global locations quarterly
GoPro Highlights
Fully-stocked kitchen with snacks galore
Live it. Eat it. Love it. Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan (ESPP)
401(K) matching
Discretionary Time Off
12 weeks paid Parental Leave for new parents
Medical, dental, and vision insurance premiums are 100% paid for employees, 80% paid for dependents
Life insurance and disability benefits
Employee commuter shuttles
GoPro is an Equal Opportunity Employer.
#LI-TC1
About GoPro
GoPromakes it easy for people to celebrate and share experiences. We believe life is more meaningful when shared. We build cameras, software, and accessories that help the world share itself in immersive and exciting ways.
GoPro is a global movement whose business is driven by shared experiences. We celebrate diversity. We practice inclusion. We foster belonging. We demand equality. And we share the experiences of individuals and communities who also hold these values as core to who they are. From So Paulo to Munich, Silicon Valley to Shenzhen, we are dedicated to building a company that reflects and honors the diverse global communities where we live, work, and play.
GoPro is seeking a Vendor Manager within our Customer Support team to manage our EMEA and APAC outsource locations. This position will work to improve the global customer experience and drive overall site performance. The candidate should be results driven, detail-oriented and a strong communicator. They need to understand customer support operations and outsourcer relationship management.
Responsibilities
Partner with vendors to drive Key Performance Indicators (KPIs) impacting both productivity and quality such as Service Level (SLA), Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Collect and analyze data to understand contact volume and customer satisfaction trends within the APAC/EMEA region and communicate finding to key stakeholders
Drive vendor operations and ensure proper execution of GoPro Support strategies and initiatives
Analyze customer and vendor roadblocks and work with teams across the company to resolve issues and improve the experience
Coordinate implementation of training and staffing plans at vendor locations
Act as primary Customer Support contact for EMEA and APAC region, bridging the gap between GoPro and vendor teams
Travel regularly to call center vendors to maintain relationship with management staff and evaluate site performance
Skills Were Stoked About
4+ years experience in customer service operations and outsourcing
Experience managing leaders and multiple stakeholders
Comfortable delivering information across various levels and audiences
Expertise with business tools such as SalesForce.com, NetSuite, Confluence, Litmos, Five9, and GetFeedback
Ability to work with independently and exercise good judgment
Must be able to travel to global locations quarterly
GoPro Highlights
Fully-stocked kitchen with snacks galore
Live it. Eat it. Love it. Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan (ESPP)
401(K) matching
Discretionary Time Off
12 weeks paid Parental Leave for new parents
Medical, dental, and vision insurance premiums are 100% paid for employees, 80% paid for dependents
Life insurance and disability benefits
Employee commuter shuttles
GoPro is an Equal Opportunity Employer.
#LI-TC1