Job Information
Altice USA Director Partner Management in Bethpage, New York
Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
The Director Vendor Management owns the relationship with established vendors in the Care space and has a deep knowledge of the contracts in parallel to the organizations processes. The Director ensures vendor performance is meeting contractual requirements, following up with vendor when performance is not met with appropriate remedy plans on improvement. In addition to providing oversight to ensure vendor resources are in place, partnering with the AUSA WFM Team, the Director collaborates cross-functionally to understand and optimize process for Care projects and initiatives as well as working with internal partners to validate or update KPIs and metrics.
* Identify key metrics and levers, monitoring results against goals via vendor scorecard, ensuring the appropriate action plans/glide paths are in place timely and monitored regularly.
* Be knowledgeable with current SOW's and Amendments that are currently in place, and provide recommendations for needed changes.
* In partnership with Training, Workforce, CX, and AUSA PMO optimize vendor onboarding process focusing on ensuring readiness day one with a focus on customer experience.
* Create synergy across the care vendor relationships and provide input on opportunities to consolidate, grow or re-think vendor options.
* Manage internal resources to support the vendor relationship, specifically Managers and Supervisors within the BPO Care Organization.
* Provides strategic leadership on vendor management best practices.
* Participates in developing and cascading goals to partners, ensuring alignment with overall strategy.
* Build long term vendor relationships to deliver and improve the customer experience, and vendor performance.
* Demonstrated advanced understanding of industry standards and best practices.
* Champion for Change.
* Lead quarterly and annual business reviews comprised of Altice and BPO strategic leadership teams.
* Build positive relationships with internal support groups and provide feedback as appropriate on processes and procedures impacting customers or outsource partners.
* Participate in capacity planning process to ensure outsource partners are staffed to plan and handling their business in line with stated assumptions.
* Responsible for the management of both internal and external (vendor) teams and providing leadership in a national, 24/7 operations model.
* Commitment to continuous improvement related to Customer Experience, as well as partner relationships.
* Bachelor's degree; equivalent years of work experience may be considered
* Minimum of ten years experience in Call Center Management including strong operational expertise
* Minimum five years' experience managing BPO's preferred
* Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email
* Experience with evaluation and leadership of off-shore operations
* Ability to travel up to 50% of the time and successfully lead and inspire a virtual workforce (Travel to include International locations)
* Proven leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive, high-performing teams
* A strong collaborator and influencer in cross functional and interdependent teams
* Demonstrated professional oral and written communication skills with a strong ability to lead, partner and influence across the internal organization and with partners
* Ability to work in a fast-paced environment, under pressure of tight deadlines
* Demonstrated ability to manage and prioritize multiple projects at a time
* Challenges the status quo to identify areas for improvement, efficiency, and effectiveness
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $141,372.00-$232,254.00/year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace
Minimum Salary: 31200.00 Maximum Salary: 31200.00 Salary Unit: Yearly