Sr Vendor Manager

Company : ABC Nova Scotia

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION:

We are seeking a highly experienced and proactive Sr. Vendor Manager to oversee and manage our Business Process Outsourcing (BPO) vendor relationships. In this individual contributor role, you will ensure that our vendors deliver high-quality services in line with contractual obligations and company standards. Your focus will be on managing vendor performance, ensuring compliance, and driving continuous improvement to support our business objectives.

WHAT YOU’LL DO:

• Vendor Relationship Management: Develop and maintain strong relationships with BPO vendors, serving as the primary point of contact to facilitate effective communication and collaboration.
• Performance Monitoring: Oversee daily operations of BPO vendors, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Conduct regular performance reviews and provide feedback to drive continuous improvement.
• Reporting and Analytics: Utilize contact center reporting platforms to monitor vendor performance metrics. Analyze data to identify trends, areas for improvement, and ensure data-driven decision-making.
• SLA Monitoring: Ensure vendors meet or exceed established SLAs. Address any deviations promptly and implement corrective actions as necessary.
• Contract Negotiations and Renewals: Participate in contract negotiations and renewals, ensuring terms align with company objectives and compliance standards.
• Issue Resolution: Handle escalations and resolve any issues related to vendor performance or service delivery promptly and effectively.
• Process Improvement: Identify opportunities for process enhancements to improve the efficiency and effectiveness of outsourced activities. Collaborate with vendors to implement best practices and innovative solutions.
• Compliance and Risk Management: Ensure vendor compliance with regulatory requirements, company policies, and industry standards. Conduct regular risk assessments and implement mitigation strategies to address potential risks associated with outsourced processes.
• Collaboration: Work closely with internal teams and external partners to align vendor operations with company goals and customer expectations.
  
  

WHAT YOU’LL NEED:

• Bachelor's degree in Business Administration, Information Management, or a related field.
• 5+ years of experience in vendor management, preferably in a BPO environment, with a track record of managing large-scale vendor relationships.
• Proficiency in contact center reporting platforms such as Amazon Connect, Genesys Cloud CX, etc. A background in Business Intelligence and analytics is a plus.
• Strong understanding of data quality principles, data governance frameworks, and regulatory requirements.
• Proven experience negotiating and managing vendor contracts, ensuring alignment with business objectives and performance expectations.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to build and maintain effective relationships with vendors and internal stakeholders.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in using data management tools and software, such as Microsoft Excel and data governance tools.
  
  

Travel and Work Schedule

• Potential travel to visit vendor sites as required.
• Flexibility to work variable hours to support different time zones and operational needs.
  
  

WHAT’S IN IT FOR YOU:

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
• Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
• Medical/Dental/Vision coverage
• EAP – we get you help when you need it. Period.
• Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
• And more! – so many benefits we couldn’t even fit them all here!
  
  

Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $90500 -- $107000 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:

ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com

ABOUT ABC:

ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.

Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!