Vendor Experience Manager

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.

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.