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Workforce & Vendor Manager, Product Support
1 month ago
Patreon is a media and community platform where creators give their biggest fans access to exclusive work and experiences. Over 300k creators are cultivating fandoms and building their businesses each month. Creators can offer free memberships to fans looking to explore more of their work, paid memberships to give access to exclusive media and community, or sell directly to fans with Shops.Ultimately our goal is simple: fund the creative class. And we're leaders in that space, with:8B+ earned since Patreon's inception30M free new memberships in the first year of launching that option, and10M fans paying each month for exclusive access to creators' work and community.We're continuing to invest heavily in building the best creator products with the best team in the creator economy and are looking for a Workforce & Vendor Manager, Product Support to support our mission. This role is based in San Francisco or New York and open to those who are able to be in-office 2 days per week on a hybrid work model.About the RoleAs the Workforce & Vendor Manager at Patreon, you will design and implement workforce management strategies while supporting key vendor relationships to ensure seamless operations and world-class service for creators and members. This role will focus on forecasting, scheduling, performance metrics, alongside vendor collaboration, with a focus on efficient support delivery across internal and external teams.Develop and execute workforce management strategies with Product Support leadership to meet customer needs efficiently and reliably.Create global schedules that align internal and vendor teams with demand forecasts.Refine forecasting models in collaboration with external vendors and internal stakeholders to improve accuracy over time.Track and optimize key metrics such as schedule adherence, utilization, and average handle time to improve operational performance.Support vendor partnerships by collaborating with external partners to align their performance with SLAs and Patreon's standards.Participate in business reviews with vendors, providing feedback and identifying opportunities for continuous improvement.Analyze operational data to provide insights that inform staffing decisions and ensure alignment with business objectives.Collaborate with internal and external teams to proactively resolve roadblocks and enable seamless service delivery.Conduct ongoing needs assessments with Product Support leadership to ensure workforce and vendor strategies adapt to changing business requirements.About You5+ years of experience in workforce management and/or vendor management, ideally in tech or startup environments.Expertise in forecasting, scheduling, and capacity planning with a data-driven approach to decision-making.Proven ability to analyze operational data and implement improvements that drive performance and customer satisfaction.Project management experience, effectively balancing priorities across internal teams and external vendors.Familiarity with BPO operations, including supporting vendor performance and ensuring SLA alignment.Experience managing synchronous and asynchronous support channels, such as live chat, email, and other ticketing systems.Strong communication and collaboration skills to build alignment and foster teamwork across stakeholders.Commitment to Patreon's mission of supporting creators, with a focus on building an inclusive, high-performing support environment.About PatreonPatreon powers creators to do what they love and get paid by the people who love what they do. Our team is passionate about making this mission and our core values come to life every day in our work. Through this work, our Patronauts:Put Creators First | They're the reason we're here. When creators win, we win.Build with Craft | We sign our name to every deliverable, just like the creators we serve.Make it Happen | We don't quit. We learn and deliver.Win Together | We grow as individuals. We win as a team.We hire talented and passionate people from different backgrounds across the organization. If you're excited about a role but your past experience doesn't match with every bullet point outlined above, we strongly encourage you to apply anyway. If you're a creator at heart, are energized by our mission, and share our company values, we'd love to hear from you.Patreon is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class.Patreon offers a competitive benefits package including and not limited to salary, equity plans, healthcare, unlimited paid time off, company holidays and recharge days, commuter benefits, lifestyle stipends, learning and development stipends, patronage, parental leave, and 401k plan with matching.
