Customer Operations, Partner Engagement Manager (BPO) - San Francisco

| San Francisco | Hybrid
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Zumper is on a mission to make renting an apartment as easy as booking a hotel. With 70 million users (1 in 3 US adults) and 150 million visits, we are empowering people to rent smarter! Our success has generated support from top-tier investors for a total of $150m in funding (Series D). We realize that changing the way the world rents requires passion, bold ideas, and bright minds. Join us and build the future of renting, Today.
Reporting to the Director of Support Operations, the Vendor Manger will be responsible for driving high performance with our Business Process Outsourcing (BPO) contact center partners. Our team supports customers who are seeking answers to questions, and we have an outsourced network of Customer Service Representatives (CSRs) helping answer those questions. It's imperative that our support network is optimized to deliver an extraordinary support experience. The right candidate is able to make tough data-backed decisions in a high-stakes, high-speed environment. They are passionate about Zumper, our customers, and love getting in the weeds to drive high performance and results.
Are you a data-driven, collaborative leader with a consistent track record in Customer Care operations? If so, we want to hear from you.
What you'll do:

  • Own daily and weekly vendor performance and KPI management
  • Hold vendors accountable to performance expectations
  • Hold vendors accountable for reaching and maintaining required headcount to meet SLAs
  • Develop and lead ongoing continuous improvement initiatives to improve quality and cost
  • Lead data-driven root cause analysis for variances in operational performance
  • Support vendor escalations, and lead corrective action plans
  • Cultivate an environment of collaboration, engagement, and high performance
  • Ensure the vendors are following all Zumper
  • Partner with Customer Operations and Product Teams to ensure Agent Training is world-class
  • Complete strategic vision for the Vendors and their performance.Builde and drive a Rewards and Recognition program for vendors to improve morale and establish pride with agents
  • Participate in the coordination of new vendor onboarding, as well as vendor off-boarding


What we're looking for:

  • Bachelor's degree in business, economics, engineering or a related field
  • 5+ years experience in call center and/or BPO management experience
  • Experience communicating complex information in a clear and concise manner
  • Strong written, verbal, and visual communication skills
  • Strong analytical and reporting skills
  • Excellent communication skills
  • Deep passion for customer support and operational excellence
  • Ability to lead many projects and priorities in a fast-paced environment
  • Comfortable working autonomously on complex problems
  • Experience creating project plans and carrying out to completion
  • Can think strategically, offers solutions when communicating problems


What we offer:

  • Great medical, dental, vision insurance options with 90-100% employee premium coverage
  • 401k plan + 3% company match
  • Stock options
  • Flexible vacation policy; work hard and take time when you need it
  • $150/month mass transit/rideshare stipend
  • $65/month gym reimbursement
  • Catered meals and stocked kitchen with coffee, snacks and beverages
  • Team retreats every quarter
  • Team happy hours
  • Weekly insight into all major company metrics
  • Up to 12-weeks of paid parental leave


Life at Zumper
Zumper HQ is located in the heart of downtown San Francisco, next door to the iconic Transamerica Building. With offices in Chicago, New York, Providence, and Scottsdale, we are lucky to have 200+ team members across the US.
We care deeply about diversity and inclusivity. We are fostering an environment that celebrates individuality and enables you to be your best self. As an equal opportunity employer, we welcome all applicants regardless of gender identity or expression, sexual orientation, national origin, religion, marital status, veteran status, age, disability, or race. We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the hiring process, to perform crucial job functions, and to receive equitable employee benefits. (Please contact us to request accommodations).
We are proud to have been awarded Forbes America's Best Startup Employers 2021, 2021 SF Best Places to Work and, 2021 SF Companies with the Best Benefits.
Please note
Zumper does not accept unsolicited resumes from staffing vendors, including recruitment agencies and/or search firms. Please do not forward resumes to our jobs alias, Zumper employees, or any other company location. Any submittals without a prior signed agreement will become property of Zumper

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Location

Zumper HQ is located in the heart of downtown, next door to the iconic Transamerica Building - just an 8 min walk from the Montgomery BART station.

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