Team Lead, Managed Services

Job Description

Reports to: Director, Managed Services Supervises: Managed Services Analysts Location: Hyderabad, Telangana Shift: Night Working Style: Remote with occasional in-person meetings when requested Timings: 6:00 PM IST – 3:00 AM IST About Supplier.io At Supplier.io, we are at the forefront of transforming the global supply chain with our market-leading data analytics and innovative SaaS solutions. Our mission is clear: to connect buyers with diverse and sustainable suppliers, empowering businesses with essential intelligence to build resilient supplier bases and effectively mitigate risks. We proudly serve a majority of the Fortune 500 companies, driving some of the most successful responsible sourcing programs across the globe. Our solutions facilitate organizations in tracking and expanding their business with diverse, small, and socially or environmentally-focused suppliers. This not only helps in reducing supply chain risks and meeting stringent reporting requirements but also advances Environmental, Social, and Governance (ESG) goals—creating substantial economic and environmental impacts. Join us on our journey to make a global difference. At Supplier.io, you'll be part of a mission-driven culture, powered by innovative technology and a commitment to transforming how the world does business. Together, we're shaping a sustainable future, one connection at a time. For more information, visit https://supplier.io. The Opportunity The Team Lead, Managed Services is responsible for overseeing a team of mission-driven Managed Services Analysts who are focused on helping customers administer their Tier 1 and Tier 2 Supplier Diversity Programs. In partnership with other members of the Managed Services team, this leader supports customers’ Supplier Diversity goals through quarterly and annual reporting and provides actionable insights to grow their programs. The Team Lead must understand business objectives and exhibit critical thinking by identifying and using data points and key metrics while seeking opportunities for process improvements to ensure operational efficiencies and high-quality results. What You Will Do Build and lead a team of high-performing Managed Services Analysts by hiring and retaining top talent, training new team members, setting goals, promoting career growth, managing employee performance and compensation decisions, and executing disciplinary performance improvement plans (as needed). Provide Analysts with operational direction, guidance, and priorities to ensure high-quality service delivery to customers. Identify training needs, ensuring strong product knowledge and soft skills across the team to enable excellent customer service. Promote and foster a team culture of continuous improvement, conducting process optimization discussions to create greater process efficiency and employee satisfaction. Partner with Senior Team Lead to manage work distribution across the Analysts, assigning new Tier 1 and Tier 2 accounts and rebalancing when necessary. In partnership with other department leaders, develop and maintain departmental policies, documented on SharePoint and enforced across the Managed Services team. Support key Tier 1 and Tier 2 product initiatives and provide insights and feedback through close collaboration with Product, Implementation, Delivery, and Support teams. Acquire and maintain knowledge of Supplier.io products and services. Deliver objective insights to the Director, Managed Services concerning team performance and development needs. What You’ll Need to Succeed Must be able to work 6:00 pm IST to 3:00 am IST, to align with our customers and colleagues working during US business hours Experience in people management and departmental operations Familiarity in defining, tracking/monitoring, and reporting KPIs, preferably using Power BI tools 4-6 years of experience in the software-as-a-service (Saas) industry or other relevant experience Record of ensuring customer satisfaction through communications, timeliness, accuracy, and attention to detail Intermediate analytic skills with the ability to review reports, research corresponding data, identify trends, and convey to others what the data means Strong problem-solving skills and the ability to make sound decisions independently Exceptional communication skills in spoken, written, and presentation form; ability to read and interpret business correspondence Excellent organization and time management skills, with the ability to prioritize competing requests from customers, employees, and colleagues Intermediate skills in Microsoft Excel, Word, and PowerPoint Preferred knowledge of Asana or other project management tools Preferred knowledge of ZenDesk or other user ticketing tools Bachelor’s degree, Certification, or equivalent experience