Who we are:
Saks Global is the largest multi-brand luxury retailer in the world, comprising Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, Saks OFF 5TH, Last Call and Horchow. Its retail portfolio includes 70 full-line luxury locations, additional off-price locations and five distinct e-commerce experiences. With talented colleagues focused on delivering on our strategic vision,
The Art of You, Saks Global is redefining luxury shopping by offering each customer a personalized experience that is unmistakably their own
. By leveraging the most comprehensive luxury customer data platform in North America, cutting-edge technology, and strong partnerships with the world&aposs most esteemed brands, Saks Global is shaping the future of luxury retail.Saks Global Properties & Investments includes Saks Fifth Avenue and Neiman Marcus flagship properties and represents nearly 13 million square feet of prime U.S. real estate holdings and investments in luxury markets.
Role Summary
As the Vendor Operations Manager at Saks Global, you will lead the performance management of our Business Process Outsourcing (BPO) partners, ensuring they meet and exceed contracted service and operational standards. This includes monitoring daily metrics, real-time adherence to goals, and compliance with Quality, Training, and Workforce Management requirements. You will collaborate closely with BPO operational teams to uphold service processes, procedures, and key performance indicators (KPIs).Success in this role requires a deep understanding of outsourced vendor management operations, a results-driven mindset rooted in data, and the ability to respectfully hold partners accountable for achieving daily, monthly, and annual performance targets.
Role Description
Operational Management
- Manage the daily operations of contact centers, ensuring processes are streamlined, effective, and aligned with the organization&aposs business objectives.
- Support the development and execution of strategic plans for the call center, ensuring quality and operational goals are consistent with the companys broader objectives.
- Lead and facilitate Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) to address vendor performance gaps and implement corrective action plans.
- Oversee the performance of outsourced BPO partners, ensuring they consistently meet or exceed established service levels, quality benchmarks, and operational metrics.
- Build and maintain strong partnerships with BPO vendors, conducting regular performance evaluations, audits, and calibration sessions to ensure alignment with company goals.
- Track and assess vendor performance against Service Level Agreements (SLAs), taking prompt corrective action to resolve any deficiencies and maximize value delivery to the organization.
- Collaborate effectively with individuals from diverse backgrounds, cultures, and locations to foster inclusivity and build strong professional relationships.
- Ensure all operations adhere to regulatory standards and internal company policies.
Strategic Planning and Execution
- Contribute to the development and execution of the call centers strategic plan, ensuring that quality and operational objectives align with the companys overall goals.
- Partner with Operations teams to understand their roles and how they interact with BPO partners.
- Engage regularly with BPO managers to address ongoing challenges, maintain alignment with customer experience (CX) goals, and drive continuous improvement.
- Stay informed about industry trends, emerging technologies, and best practices to drive innovation and maintain a competitive edge.
- Coordinate across cross-functional teams and communicate with internal and external stakeholders, all while meeting tight deadlines.
Key Qualifications
Required Qualifications (Minimum Requirements):
- 5+ years customer service experience.
- 3+ years contact center operations experience
- Proficiency in data analytics and using customer service and analysis system applications with the ability to do real time analysis of agent productivity and the ability to communicate and report areas of improvement.
- 3+ years of experience in vendor management role (in a call center organization preferred).
- Strong knowledge of the call center vendor relationship.
- Experience driving measurable improvements in quality, efficiency, and costs.
- Proven experience managing outsourced BPO operations, including, SLA management, and vendor relationship management.
- Strong dispute resolution, and collaboration skills with the ability to have difficult conversations.
- Deep understanding of industry best practices, regulatory requirements, and emerging trends in call center operations and outsourcing.
- Exceptional communication and interpersonal skills, with the ability to influence and collaborate effectively with cross- functional teams and external partners, including the ability to convey information clearly and concisely .
- Ability to embrace change and ensure vendor adoption of new processes.
- Working knowledge of Google Suite, AWS, Salesforce with a high level of proficiency.
- Able to quickly learn a thorough knowledge of functional area and departmental processes.
- Excellent organization skills to efficiently manage tasks and prioritize workload to meet requirements.
- Travel Time: The percentage of time required for travel in this role is up to 20%. Potential destinations this role may be
required to travel are BPOs near shore and far shore.
Preferred Qualifications (nice To Haves)
- Bachelors degree in education, business administration, communications, psychology, instructional design, training management, or a related field.
- Experience in learning data analysis is desired.
- Basic project management skills are desired.
Your Life And Career At Saks Global
- Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation
- Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate
- Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental)
Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
