Job Description

About the team

This role is part of the Regional Partner Success team, to support driving quality improvements, leveraging key data inputs from Quality Data Measurement. This role will be a key conduit between the TnQ team and our partner teams and will be expected to drive performance metrics with our moderation teams across our Partner footprint.

Responsibilities

• You will ensure the program/project is successful through strong service delivery of core OKR/goals ( Latency, quality, wellness)
• You will hold the partner site accountable to and help a set clear path towards operational excellence
• You will ensure adherence to budget and accurate financial accounting of vendor partner production, training and other expenses
• You will own the partner relationship for outsourcing performance including monitoring delivery, vendor performance management. This includes identifying operational and performance risk and mitigations proactively within the assigned sites and/or lines of businesses.
• You will crisply articulate site performance and any remediation plans to an executive level
• You are able to manage multiple responsibilities simultaneously and effectively, and efficiently prioritize and meet deadlines.
• You demonstrate Operational Excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.e. wfm, floor management, workload prioritization, etc.)
• You can manage complex vendor and internal stakeholder relationships and ensure adherence to standard operating procedures.

Minimum Qualification(s)

• 5+ years of experience managing outsourced partner relationships
• Operations Management, Program management, Large scale transformation project experience
• Strong oral and written communications and influencing skills. Able to navigate a global organization, influence stakeholders and affect outcomes. Ability to gain trust and influence with limited direct authority.
• Experience with large scale operations working across or coordinating with multiple domains and business units
• Ability to think outside the box, multitask, to identify issues and work to resolve them in partnership with business leaders.

Preferred Qualification(s)

• 2 years plus management/team lead experience