Vendor Performance Manager, SMB Growth

Job Description: You will lead a team responsible for managing a portfolio of customer segments and external partners. Your team will develop relationships across internal and external stakeholders to ensure short-term business performance and sustainability for various customer segments. It is essential to monitor in-quarter performance operations, develop strategies with vendor partners, and mitigate performance risks. Additionally, you will be responsible for providing on-the-ground feedback, evaluating vendor capabilities, and influencing internal partner teams as customer segments evolve. Responsibilities: - Deliver business operation metrics and create performance review narratives for executive audiences. - Govern the quality of business operations within the operating region through Quality Assurance (QA) and scaling learnings. - Develop team members to clarify performance and business trends, identify root cause performance drivers, and implement mitigations using qualitative and quantitative approaches. - Design performance governance processes for VPM and Vendor teams to address common performance challenges and drive consistent solutions across vendor partners. - Leverage change management frameworks to enable vendor partners, mitigate performance volatility, and act as a thought leader to influence program, product, and technology strategies. Qualifications: - Bachelor's degree or equivalent practical experience. - 13 years of experience in business management consulting, business operations, business leadership, or related roles. - Experience in owning the output of a contact center, field operations, and tech support operations, including meeting goals and metrics. - MBA or Master's degree preferred. - Experience managing and influencing external partner teams in advertising, business, or customer experience workflows. - Experience in designing and developing strategies across business, technology, and customer experience. - Experience with digital media strategies, advertising, and marketing solutions. - Experience in managing geographically dispersed teams. - Excellent operational and problem-solving skills.,