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Director Vendor Management

Reference
1807956
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Hoboken, NJ, 07030, USA
Expiry Date
24/06/2018
Director Vendor Management Description At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons...

Job Description

Director Vendor Management

Description

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

The Vendor Management Director is accountable for the end to end management of vendor relationships that are contracted to hire, train, and serve our Customers with their Customer Service/Technical Support needs and deliver high quality in line with Pearson Global Customer Care standards and expectations.The VM Director will oversee theoperational responsibility for all Contact Center vendor operations.They will manage and develop relationships directly with the executive leadership of our strategic vendor partners, and represent Pearson’s Customer Care organization.This role will also be responsible for the holistic oversight and execution of all vendor transitions.The main areas of responsibilities and requirements are as follows:

Qualifications

Key Responsibilities:

  • Develop and execute long term vendor strategy in partnership with the customer service leadership team, and maintain and evolve plans based on changing business needs
  • Project manage vendor transitions into and out of Pearson and migrations between lines of business
  • Support contract negotiations and manage vendor compliance to MSA and SOW commitments
  • Help govern vendor performance, driving engagement and action planning through quarterly business reviews and other meetings as necessary
  • Establish and maintain internal stakeholder relationships, providing updates on strategic direction and vendor alignment
  • Influence vendors to support Pearson’s “Shift Left” agenda, developing creative servicing solutions that drive out cost while resulting in low effort and an improved customer experience
  • Support technology transitions and the implementation of automation functionality through project management support with our vendors
  • Develop best practice vendor/partner standards and ensure that all suppliers maintain the highest levels of customer service
  • Serve as liaison between vendors and the delivery leads for all lines of business

Qualifications:

  • Bachelor’s degree
  • 10 years experience in BPO vendor management
  • 5 years management experience in contact center operations
  • Strong problem solving ability and change management knowledge
  • Articulate with strong communication, people, and leadership skills
  • Proven ability to manage multiple projects from inception to implementation
  • Ability to manage time effectively and meet deadlines
  • Proven experience with global operations support and contract management
  • Strategic planning and implementation experience
  • Experience leading digital transformation, innovation and automation strategies
  • Global operations experience with both domestic and offshore partners
  • Ability to effectively work with and manage stakeholders in procurement, legal, operations, technology, sales, and executive leadership
  • Experience working with core contact center technologies (CRMs, call delivery platforms, survey tools, and self-help and automation solutions such as chatbot, AI, etc)

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Primary Location: US-NJ-Hoboken

Work Locations: US-NJ-Hoboken-221 River 221 River Street Hoboken 07030

Job: General Business Operations

Organization: Technology & Operations

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: Jun 12, 2018

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1807956

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.