Senior Manager, Vendor Relationships - Customer Care (remote)

Senior Manager, Vendor Relationships – Customer Care (remote)

The Senior Manager, Vendor Relationships – Customer Care reports to the Director of Workforce Management and is a liaison between vendor partners and our Customer Care organization. This position manages the contract process and the business relationships with outsourced contact center operations.

Primary Responsibilities:

Assists Procurement and Legal in negotiating pricing and drafting of vendor contracts (Master Service Agreements, Scope of Work, amendments, and other agreements) on behalf JCPenney.

Leads contracting initiatives including drafting of contract terms and conditions, redlining agreements, and driving the Request for Proposal proposals.

Maintains library resource of key contract metrics (Roles and Responsibilities, Service Level Agreements, Pricing, etc.)

Works with Compliance and other areas in managing contractual deliverables and obligations.

Analyzes, audits, and approves monthly invoicing, and forecasts future expenditures.

Maintains JCPenney contract termination and expiration tracking.

Oversees/drives performance metrics, ensuring partners meet and exceed contractual SLAs and KPIs.

Oversees reporting for performance and risk management at a vendor or category level including hiring and attrition trends.

Drives continuous improvement and innovation within Business Process Outsourcing (BPO) operations, implementing best practices and new strategic vision.

Advocates and streamlines workflow to automate processes and drive improved customer experiences, revenue, and agent efficiency.

Oversees the deployment and implementation of applications and new initiatives with vendor partners.

Collaborates with Learning & Development Team to create content, training, and quality programs that support the vision for the team.

Leads vendor business reviews on a weekly/monthly/quarterly/yearly basis, providing direction and insight toward achieving productivity goals.

Provides on-site support to our BPO sites, at least quarterly, and as necessary, to include both domestic and international travel.

Core Competencies & Accomplishments:

Bachelor’s degree in business management, communications, systems management, or an equivalent years of related experience.

8+ years of leadership experience within a Call/Contact Center.

10+ years Vendor Management/BPO experience, including Contract Management, multi-channel BPO vendors with 200+ agents and M+ annualized contracts. Proven track record of enhancing customer service through effective vendor management.

Experience facilitating changes around new processes and technology in a continuously evolving environment.

Ability to navigate within a complex organization, communicating and interacting with others of all management levels.

Proven problem-solving capabilities and critical thinking skills.

Must have strong communication skills and heavy analytical expertise.

What you get

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and a generous associate discount on JCPenney merchandise.

About JCPenney

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company’s product assortment meets customers’ everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop – from jcp.com to more than 600 stores in the U.S. and Puerto Rico. JCPenney celebrates over 122 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney’s Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

For more opportunities to join our team please visit our careers page.