Twitter Serviceis dedicated to delivering customer service through meaningful connections and enforcing policies to promote healthy exchanges in the public conversation. Whether Twitter is optimizing support operations, guarding the health of the service through scaled enforcement, driving content and support channel strategies, or localizing the product for our global audience, Twitter is with its customers every step of the way. Within Twitter Service, the Vendor Operations team manages relationships and strategies with large managed service providers and enables the organization to effectively operate at scale
Twitteris seeking aVendor Managerwho will support the end-to-end vendor relationship for suppliers. You will utilize systems knowledge, analytical capabilities to ensure that vendor support performance obligations are being met across multiple programs. Through effective administration, you will help define and maximize value out of existing supplier engagements. This is an individual contributor (IC) role.
What You’ll Do:
Work with internal/external stakeholders and vendor partners, which will include executing operational strategies for Twitter’s global outsourcing model, through proactive communication and facilitation of cross-functional projects.
Collaborate with vendor counterparts in regards to onboarding and offboarding of agents, process excellence and improvements, infrastructure support.
Process and utilize metrics and analytics to make recommendations and identify continuous improvement and cost effective solutions.
Continuously strive towards improving efficiency, reducing waste and adding value to existing processes and workflows.
Facilitate innovative initiatives by developing a deep understanding of business requirements and maximizing value from vendor partners.
Who You Are:
You will be viewed as a vendor support subject matter expert within the vendor management team, which includes supporting the operational relationship management.
Domain Expertise: You have a working knowledge of vendor management practices, including governance and workforce management. You are the subject matter expert and are able to apply operational requirements to new or existing vendor engagements.
Analytical Capabilities: You have a background in vendor engagement and support that enables you to make informed decisions on a day-to-day basis. You are able to leverage reports and dashboards and use your findings to optimize vendor performance, create more streamlined processes and identify cost saving opportunities.
Communication: Exceptional written and verbal communication skills and can be trusted to speak for and represent the global Vendor Management team in most situations. You are proactive and navigate ambiguous situations with confidence and know the right situations in which to raise a red flag to your leadership team.
Problem solving: People will come to you with hard problems that they can’t solve so that you can guide them through complex solutions. You seek out people across the business in order to learn new things and unblock barriers to success. You research possible outcomes and proactively make recommendations to your stakeholders. You understand how to prioritize projects and how to negotiate up and across the business for the resources you and your team need.
Team Player: You are part of an organization that relies on a lot of mutual trust and respect to get stuff done. You’ll give and take feedback well, learn from your mistakes and operate with a growth mindset.
Qualifications
Minimum Qualifications
BA/BS degree or local equivalent
3-4 years of working experience in project management
Have prior vendor support, relationship management, and/or engagement experience (2+ years)
Experience working with content management systems
Comfortable with analytics
Experience working with West African and African markets
Preferred Qualifications
Degree in Business, Statistics, or Data Analytics
Experience working in hi-tech, online or telecommunications industries
Languages strongly preferred: English, French, and Pidgin
Experience with Business Process Outsourcing, Lean Six Sigma, Kaizen or PMP
Domain and Industry Experience: Background experience with call center services, data analysis, tech troubleshooting, social media / content moderation background
Experience working in hi-tech, online or telecommunications, COMO industries
Languages strongly preferred: English, French, and Pidgin
Active, passionate Twitter user with strong interest in social media
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