Vendor Operations Manager

3 weeks ago


New York, New York, United States Stripe Full time
About Stripe

Stripe is a financial infrastructure platform that enables businesses to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a significant amount of work ahead.

About the Team

The vendor management team's mission is to support Stripe's global expansion by creating a high-performing, scalable, and sustainable vendor ecosystem. We offer friendly and personalized support to users worldwide, consistently striving to deliver the fastest and most effective solutions to their inquiries.

Job Summary

We are seeking an experienced Vendor Manager who will lead our outsourced support operations. The successful candidate will oversee the vendor operations for Stripe across user-facing teams and ensure that the vendors deliver world-class support experiences to our users.

Responsibilities
  1. Build and own operational relationships across key partners in user operations, external vendors, and internal teams.
  2. Hold Stripe's external partners and internal stakeholders accountable for performance and contractual commitments.
  3. Own the management of vendor sites, including contracts and commercials, staffing, and delivery of required inputs from the vendors.
  4. Lead Business Reviews and actions with vendors to drive KPI performance and maintain metrics and analysis of vendor performance.
  5. Deep dive and improve workflow management, workforce management practices at the vendor site(s), and ensure optimal practices for adherence to Stripe-defined workflows.
  6. Be an expert on Stripe products and act as an onsite coach and key bridge between external partners and internal Stripe teams to deliver measurable process improvements.
  7. Transmit and foster our values, serving as a beacon of Stripe's user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment.
Requirements

We're looking for someone with at least 5+ years of direct vendor management experience, experience leading vendor operations teams (preferably in high-growth technology companies), excellent written and verbal communication skills, and a strong operational background with a track-record of making data-driven decisions.

Preferred Qualifications

We're looking for someone who enjoys managing large cross-functional and global projects, has a knack for working well with a wide range of people across internal teams and external vendors, and is action-oriented with strong organization skills and attention to detail.

Hybrid Work at Stripe

This role is available either in an office or a remote location (typically, 35+ miles or 56+ km from a Stripe office). We encourage you to apply for roles that match the location where you currently or plan to live.

Pay and Benefits

The annual US base salary range for this role is $104,800 - $157,200. Additional benefits for this role may include equity, company bonus or sales commissions/bonuses, 401(k) plan, medical, dental, and vision benefits, and wellness stipends.



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