Vendor Performance Manager

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Job description

Job Description

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and help support our life and safety customers. Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate and significant impact on the business. This vendor performance manager role provides review and direction for vendor activities, ensuring that the vendor's performance meets expectations. The vendor performance manager monitors the day-to-day vendor operations and performance against service-level agreements (SLAs) and key performance indicators (KPIs), examines measured results for problem determination and root-cause analysis, and works with the vendors on continuous improvement. Additionally, they take appropriate action to correct failed activities, functions, and processes. As an extension of our Order Onboarding and Service Delivery Organization, this role will have direct responsibility for driving greater efficiency and productivity in delivering an end-to-end Customer Experience. The vendor performance manager will be responsible for maintaining a robust understanding of Brightspeed's internal processes and systems acting as the Subject Matter Expert in developing evolutionary process enhancements.

As a Vendor Performance Manager within our team, you will have the following responsibilities:

Monitoring, Analyzing and Taking Action with regards to vendor performance

Driving and Deploying vendor scorecards and leading direction on success criteria

Fully integrating into the Sales and Ordering Process to architect success in delivery of a quality customer experience

Supporting the Sales Organization in Order Support, Accuracy and Realization of Sales Booking

Working with Training and Development on content related to Sales and Ordering Processes, Improvements and Changes

Partnering along-side of Product Management to develop ordering processes related to New Product introduction and launch

Serving as the Subject Matter expert in Order Onboarding, Fallout Resolution and Customer Escalation

Providing guidance and end-to-end accountability for coordination with internal stakeholders including but not limited to procurement, IT, Service Delivery and Field Services

Knowledgeable and Proficient in telephony technologies and delivery

Identifies trends to lead recommendation and/or performance discussions

Monitors supplier risk, managing to key performance plans, action based improvement and execution of quality output

Responsible for accurate and timely communication of milestones to internal and externally facing teams - proactively escalating as needed

Demonstrate ability to efficiently and accurately manage requests with competing priorities

Maintaining supplier adherence to corporate compliance standards

Assisting other departments or work groups, providing expert knowledge and leadership from within

Properly prioritizing tasks, orders and assignments

Performing Project based duties based on organizational growth demands

Participating in User Acceptance Testing of Next Gen Platforms and Processes

Behavioral & Technical:

Able to demonstrate teamwork, coaching and strong problem-solving and analytical skills

Self-Motivated and works independently to achieve KPI expectations

Able to follow established procedures to fulfill customer order requirements accurately and efficiently

Exhibit continual learning and development by improving job skills through on the job training and all available learning pathways

Robust understanding of voice, data, ethernet products and related equipment, as well as keeping up with new products or product changes and procedures/design consumption rules

Expert understanding of customer order requirements and fulfilling requirements via Brightspeed Systems

Ability to work in multiple systems both legacy and next generation

Ability to quickly evaluate challenges and make recommendation for remediation

Attention to detail to ensure entrance and exit criteria met in accordance with the Customer expectation

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