Content Production Vendor Ops Manager

2 weeks ago


San Bruno, United States US Tech Solutions Full time

Duration: 8 Months Contract


Job Description:

  • The team creates, manages, and maintains help content across various scaled support levers. The team collaborates cross-functionally to streamline communications and operations, and optimizes processes for large-scale help initiatives, ensuring efficiency throughout the support system.


Responsibilities:

  • Manage operations workflow, forecasting, and delivery for a vendor workforce, while monitoring progress against goals and managing operations to meet and exceed KPIs.
  • Deep dive and perform root cause analysis to understand the drivers for low performance and partner with the vendor supplier to drive improvement.
  • Partner with the stakeholders to develop and socialize scalable metric documentation.
  • Track vendor performance against key metrics (KPIs). Address performance issues promptly and collaborate with vendors to implement corrective actions.
  • Support a global quality assurance program, driving consistency and continuous improvement across writing quality, and process adherence.
  • Create new and refine existing scalable documentation as processes change; develop comms to ensure that all impacted stakeholders and teams are aware of any updates.


Experience (Mandatory):

  • 5+ years of experience in program management.
  • Ability to understand data, use content management systems (CMS), and make data-driven decisions.
  • Ensuring accuracy and quality in content production and delivery.
  • Experience with project management methodologies and tools.
  • Ability to manage multiple projects simultaneously and ensure content is delivered on time.
  • Ability to influence others with excellent written and verbal communication skills, including presentation development and delivery.


Experience (Desired):

  • Experience operating within support organizations.
  • Experience with vendor management.
  • Proven ability to work with our partners (Vendor Operations and vendor agents) in a positive, productive way that encourages collaboration.
  • Ability to work globally and cross-functionally in an ambiguous environment.
  • Excellent problem-solving skills and impeccable business judgment.


Skills:

  • Program Management
  • Content Operations
  • Vendor Management


Education:

  • Bachelor's degree or equivalent practical experience.



About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit


Recruiter Details:

Name: Devesh

Email: devesh@ustechsolutionsinc.com

Internal Id: 24-10372



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