Job type full-time
Full job description
Every day, people come to facebook to connect with friends and family, discover what`s going on in the world, interact with businesses, find potential customers, and build communityFacebook’s global operations team exists to help them.facebook is seeking an experienced partner manager to run outsourcing site operations and to manage vendor relationshipsThis is a unique opportunity to work with a wide variety of internal teams providing scalable outsourcing solutionsThrough ensuring high performance on existing programs and help facilitating transition of new programs, you will have a strong impact on the company`s growthCandidates are required to have partner management and consultative experience in the outsourcing environment, with communication and large-scale operation management skillsThis includes a solid understanding of the outsourcing landscape, and comprehension of the legal, financial and technical components of outsourced programs is expected.this is a full-time position based in our hyderabad or mumbai office.
Partner manager, global partner operations responsibilities:
Ensure program success through strong performance management of kpis (productivity, quality, wellness etc.)
Hold site accountable to and help set clear path towards operational excellence.
Own the partner relationship for outsourcing contracts including monitoring delivery, vendor performance managementThis includes identifying operational and performance risk and mitigations.
Ensure vendors are meeting or exceeding facebook commitment of support, promoting excellence in rep support/wellbeing
Clearly and succinctly articulate site performance and any remediation plans to an executive level
Coordinate a team of cross functional partners responsible for driving improvement in an assigned area (markets, quality, training, etc.)
Provide operational oversite and serve as approval point for facebook driven, site level initiatives, coaching team members as needed
Ability to manage multiple responsibilities simultaneously and effectively and efficiently prioritize and meet deadlines.
Represent facebook in vendor site and channelize internal facebook culture in the site’s operation and people leadership landscape
Host focus groups onsite with various roles and levels to create an engaging environment which fosters feedback and transparency with close loop communication to the reps
Demonstrate operational excellence experience and focus on continuous improvement by re-engineering site level processes as needed (i.eHiring, floor management, workload prioritization, skilling, etc.)
Be the voice of the vendor by engaging, influencing and mobilizing facebook xfns to solve blockers, advocating for prioritization based on community impact
Drive customer experience initiatives in vendor sites
Manage complex vendor and internal stakeholder relationships
Prioritize and deliver timely, high quality data driven work
Willingness to travel required for this role
5+ years of experience managing and driving operational performance, supporting operations excellence, consulting or related field
Operations management, program management, communication, stakeholder management, negotiating and influencing experience with a track record of achieving engagement from cross-functional stakeholders
Experience with large scale operations working across or coordinating with cross functional teams like training, quality, workforce management, program management, engineering and product teams
Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
Flexible, adaptable, proactive and self-motivated
Outsourcing experience and knowledge of outsourcing landscape including legal, financial, administrative and technology components of outsourcing
Experience in bpo, shared services and contact center best practices for operations management
Posted 30+ days ago