Master's degree in Engineering, Technology, Science, or Mathematics, or equivalent practical experience.
Experience leading large global outsourced operations in areas such as Software QA, IT, and Technical Support.
Experience managing global teams.
Experience leading operational transformation projects to impact efficiency, business growth, and customer satisfaction.
8 years of relevant experience in vendor management processes, with experience managing multiple vendors in multi-year contracts.
Experience in agreement management/negotiation, with effective influencing skills and change management experience.
Experience in developing technical solutions and tools in partnership with Product Engineering/Business teams, and experience in process management systems such as Kaizen, Six Sigma, or Lean.
Experience in project management and execution, multi-tasking and delegating, with a high-level of comfort with numbers and data analytics.
Knowledge of local vendor landscape, and the ability to conduct vendor due-diligence, identify potential issues and drive resolution before workflow is transitioned.
Demonstrated communication skills and the ability to present analysis and complex concepts to multiple audiences.
Manage local vendor relationships and be responsible for day-to-day operations at the site, and collect vendor data and monitor vendor performance (SLA compliance, MBRs, QBRs) using standard templates and cadence.
Identify process improvement opportunities within current workflows, channel feedback to internal/external stakeholders, and support vendor in ongoing activities, including monthly planning of resource staffing, training and certification and tools access.
Manage vendor/site selection, and roll out strategy for new projects, in partnership with business owners. Manage the relationships with the vendor service providers. Lead regular business reviews, and roadmap discussions.
Identify process improvement areas and solutions, share and encourage best practices, across geographies and work with the global scaled services team to transform this space from reactive to predictive.
Collaborate with cross-functional/cross-regional stakeholders to overcome operational challenges with a high level of customer satisfaction.
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