About Us
Twitch is the world's biggest live streaming service, with global communities
built around gaming, entertainment, music, sports, cooking, and more. It is
where thousands of communities come together for whatever, every day.
We're about community, inside and out. You'll find coworkers who are eager to
team up, collaborate, and smash (or elegantly solve) problems together.
We're on a quest to empower live communities, so if this sounds good to you,
see what we're up to on LinkedIn and Twitter, and discover the projects we're
solving on our Blog. Be sure to explore our Interviewing Guide and Instagram
channel to learn how to ace our interview process.
About the Role
Customer Trust (CT) ensures that our community knows that we have their
back. Our Trust & Safety teams make Twitch a welcoming and safe place for
people to build safe and inclusive communities that allow diverse, global
creators to flourish. Our Customer Experience teams ensure our customers are
heard and supported when issues arise.
We are looking for a dynamic Senior Vendor Account Manager to support our
global Vendor Operations team within Customer Trust. The Senior Vendor Account
Manager will manage the daily operations of our extended global workforce. You
will develop relationships with team members and lead operational performance
of our partners. You will also create and support the successful delivery of
important projects that help achieve our priorities and goals.
You Will:
Guide the operational strategy, identifying and documenting best practices
for operational success, then manage external and internal teams to
deliver processes against that strategy
Work with internal groups and partners to understand workflow
requirements, expectations, goals, and agents' skills to design the best
vendor implementation with optimal costs.
Oversee workflow launches, training execution, and appropriate escalations
routing, tracking progress until resolved
Manage overall performance of operations vendor workforce for quality,
resources, and service-delivery, ensure all aspects of vendor service
level agreements are met
Partner with Finance and Legal for contract negotiations and execution,
operating expense tracking, and guide consistency across vendors, sites,
and reports
Organize business requirements per vendor and ensure that vendors
understand expectations; report progress, clearly capturing risks,
opportunities, achievements, and performance in a periodic summary, and
drive quarterly business reviews/bi-weekly meetings
Measure pain points around operational issues and implement standardized
approaches in areas that will provide the greatest impact and actively
communicate feedback, challenges, roadblocks, insights effectively and
concisely to appropriate team members and partners
You Have:
B.A. or B.S. degree
3+ years vendor management experience
Experience working in operations, collaborating with global teams,
multinational vendors & BPOs
Experience in operational management and partner management
Experience influencing and driving change within an organization
Excellent verbal and written communication skills
Experience working in Customer Experience and / or Trust & Safety
organizations
Perks
Medical, Dental, Vision & Disability Insurance
401(k)
Maternity & Parental Leave
Flexible PTO
Amazon Employee Discount
Monthly Contribution & Discounts for Wellness Related Activities &
Programs (e.g., gym memberships, off-site massages, etc.)
We are an equal opportunity employer and value diversity at Twitch. We do
not discriminate on the basis of race, religion, color, national origin,
gender, sexual orientation, age, marital status, veteran status, or disability
status.
Twitch values your privacy. Please consult our Candidate Privacy Notice
, for information about how we collect, use, and disclose personal
information of our candidates.
Job ID: TW8304