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Director of Customer Solutions - Partner Management

Company: Vivint
Location: Lindon
Posted on: November 22, 2021

Job Description:

Job DescriptionOur mission is to redefine the home experience through intelligently designed products and services delivered to every home by people who care.Who Are We:Vivint is a leading smart home company in North America. Vivint delivers an integrated smart home system with in-home consultation, professional installation and support delivered by its Smart Home Pros, as well as 24/7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves more than 1.7 million customers.Vivint was named to the Forbes list of "America's Best Employers for Diversity" in 2020 and 2019, and to the Forbes list of "America's Best Employers" in 2018. The company has a strong commitment to philanthropy and received a 2020 Gold Halo Award from Engage for Good for group volunteerism. Vivint is the largest tech employer in Utah and has received multiple awards for innovation, including being named among Fast Company's "World's 50 Most Innovative Companies."The Role:The Director of Customer Solutions - Partner Management is responsible for the strategic planning and management of all inbound/outbound international partner support contact center operations which include Technical Support, Account Servicing, Chat and Revenue Generation. The ideal leader is a strong and capable people-leader with established credibility managing large-scale BPO relationships in a complex and dynamic environment.Primary responsibilities include the development of our partner strategy and management of all processes, policies and controls designed for the continuous improvement of the customer experience within all partner sites. Performance metrics include, but are not limited to, field service dispatches, first contact resolution, staffing utilization, revenue per contact, acceptable turnover, and financial performance.The successful candidate will demonstrate the ability to create strong partnerships and drive continuous improvement in partner site performance. The ability to effectively partner with other departments and teams is a must. Critical thinking and extensive experience with data-driven decision-making and analytics are key.The successful Director will act as an advocate for the customer and will be continually engaged in leading and inspiring our Contact Center partners to provide best in class contact resolution and customer service 24 hours a day 7 days a week.What you will be working on: The successful candidate will shape our ongoing partner strategy while helping to drive significant improvements in how we serve our customer through improved contact resolution, customer experience, revenue generation and employee engagement.Who you will work with:VP Customer SolutionsSVP Customer ExcellenceChief Operating OfficerSr Director Customer LoyaltySr Director Operations QualityVP SalesWhat we're looking for:JOB RESPONSIBILITIES:Develops and manages the business relationships with our contact center partners (international travel post-COVID will be required)Develops and designs ongoing partner strategy, including partner selection, while managing all aspects of contract negotiation and contract adherenceManages partner budget for monthly reconciliation and annual planningDesigns and delivers results for key performance indicators to meet and exceed department goals and expectationsEnsures partner compliance with strategies, tactics, objectives and initiativesEstablishes standard operating procedures, develops and implements approved process and/or operational improvements, and verifies adherence to policyReports on business metrics to key stakeholders, measuring results and monitoring service quality, and providing timely and actionable feedbackManages the quality of customer interactions across all partner sites and works closely with US based teams to drive a consistent approach to improved customer experienceIdentify customer inquiry and feedback trends across various customer segments and work with internal stakeholders to ensure customer needs are addressedDrives root-level resolution to recurring and highly impactful service issuesEffectively lead, inspire, and empower a team of 5-10 partner managers focused on improving the customer experience within our partner sitesREQUIRED SKILLS:Demonstrated history of delivering business and financial results through individual efforts and collaborative teamwork is paramountDemonstrated Leadership skills with proven ability to influence outside of your direct controlSuperior interpersonal and communication skillsExcellent time management skillsAbility to think strategically and utilize strong creative problem-solving skillsAbility to analyze operational data and provide data-driven recommendationsExecutive verbal and written communication as well as strong data visualization and presentation skillsMicrosoft Office (PowerPoint, Excel, Word) skills requiredMINIMUM QUALIFICATIONS:8+ years of progressive BPO vendor management experience with a proven track record of success managing partner teams with 1,000+ employeesExperience with vendor transitions, new site launches, Statement of Work development, contracting and associated pricing models in the technology spaceThe ideal candidate will have experience directly managing a contact center operation (500+ employees)Preference for deep knowledge of contact center industry with some depth of technical expertise, i.e., tools, systems, processes, etc.Bachelor's degree or equivalent work experience requiredProject Management and/or portfolio management certification & experience a plusExpected travel is 10-25%Why Vivint:Paid holidays and flexible paid time awayYour choice between Mac or PCEmployee pricing on smart home productsCasual dress codeOnsite gym, gaming tables across our campusOnsite health clinicMedical/dental/vision/life coverageWhat We Stand For:Honesty and Integrity Come FirstDo the right thingCustomer Obsession is Our AdvantageA relentless passion to serve the customerInnovation is EssentialToday's innovation is tomorrow's lifebloodWe Win TogetherIndividuals win games: teams win championshipsExceptional is ExpectedTalk is cheap: create value, not just motionWe Give BackHelping people is core to our DNAFind out more about what it's like to work here: CONDITIONS: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.SAFETY:Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

Keywords: Vivint, Salt Lake City , Director of Customer Solutions - Partner Management, Executive , Lindon, Utah

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