Senior BPO Vendor Manager

Virtual, USA

  • ID: 2023-3164
  • Category: Management

Overview

Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves 2.2 million customers across the U.S. through a network of approximately 17,000 pre-qualified contractor firms that employ an estimated 60,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With 50 years of home services experience, the company responds to over four million service requests annually. For details, visit frontdoorhome.com.

Responsibilities

Summary:

As a Senior BPO Vendor Manager, you will be responsible for leading projects and implementing plans to achieve objectives and key results (OKRs) with innovative and evolving business solutions. You will work with Business Leaders, International/National Vendor partners to develop and deliver solutions.

Responsibilities: 

  • Responsible for KPI performance for multiple KPIs simultaneously

  • Understand client needs and industry trends; and develop winning proposals.

  • Build client relationships and a business pipeline of business process outsourcing opportunities with operators globally.

  • Maintain business controls for pipeline reporting and signings/revenue forecasting.

  • Achieve personal signings, revenue and utilization objectives, in alignment with practice objectives.

  • Generate and maintain Customer Service Excellence at assigned clients and support/recommend training and development.

  • Establish and manage trusted advisor client relationships.

  • Monitor and control delivery excellence associated with large scale process services contract. Validate invoices and reconcile charges.

Qualifications

Minimum Education, Licensure and Professional Certification requirements:  

Bachelor’s degree required

Minimum Experience required:

6+ years’ experience preferred of Managing a BPO environment.

Required Skills:  

  • Ability to communicate, influence and negotiate contracts where applicable

  • Strong Project Management skills

  • Previous experience training teams and implementing process improvement practices to achieve business results preferred

  • Strong relationship building, communication, and influencing skills

  • Self-motivated, enthusiastic individual able to communicate at all levels with a proven track record of working on their own initiative

  • Occasional travel required. Up to 20% of the time.

  • Strong interpersonal, written and verbal communication skills

  • Driven and able to work under pressure

  • Effectively extends network and contacts to build and maintain an attitude of vigilance for opportunities

  • Good understanding of Call Center processes, systems, and organizations

  • First-hand understanding and experience with Workforce Management, Business Process Modeling, and offshore operations

  • Successful track record in solving problems, handling large vendors operations and contracting, and understanding how to operate in a complex national or international account.

Other/State Specific

This role pays between $88,700/yr to $130,300/yr, and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.

At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.

Our approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase plan.

Learn more aboutbenefits (https://frontdoor.jobs/benefits/) at Frontdoor.

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Job Locations US

ID 2023-3164

Category Management

Type Full Time

Company AHS American Home Shield Corp

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Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as AHS Proconnect , an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com.