To drive a premium experience for all HS vendors in order to achieve the highest level of service excellence within the company's policies and procedures.
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Key Accountability Areas
Vendor Experience
- Optimize vendor satisfaction and enhance operational efficiency.
- Analyze all vendor service metrics (e.g. CSAT, FRT, NPS) and how each operational touchpoint performance affects those KPIs.
- Assist in capturing the essential voice of the vendor by designing the needed survey questionnaires for CSAT & NPS.
- Cultivate and maintain strong relationships with vendors.
- Address vendor concerns promptly and effectively, striving to enhance overall satisfaction.
- Serve as a mediator in disputes between vendors and the company.
- Establish a feedback loop to gather insights from vendors and leverage their input for continuous improvement.
- Ensure vendors comply with regulatory requirements, health and safety standards, and any legal obligations.
Strategy & Planning
- Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.
- Make critical decisions that support the Division's strategic and tactical direction.
- Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.
Governance and Resilience
- Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
- Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
- Uphold a high-performance working environment and promote HS’s Values.
Qualifications
- Bachelor’s degree in a relevant field is required.
- 6 - 8 years of relevant experience.
- Experience in a high-growth technology-based environment or start-up environment.
- High performer with a proven track record of creating impact through data-driven decisions. SQL / Big Query / Tableau / Google Studio literacy is highly desirable.
- Excellent presentation skills.
- Excellent verbal and written communication skills to senior leadership.
