Manager of Vendor Operations

| San Francisco | Remote
Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market. 

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Job Description

The Head of Vendor Management, reporting to the Director of Customer Support, is responsible for overseeing existing and future vendor relationships. You will be responsible for developing and implementing the vendor strategy to deliver an exceptional end-to-end user experience. You will become intimately familiar with the issues Wish users experience and will partner with the Customer Support leadership team and other organizations (e.g., Product, Logistics, Finance) to create better policy, process and product experiences. Your work - strategy, execution and continuous improvement - will impact hundreds of BPO employees and millions of Wish users. This is a senior role, highly visible to company executives, and has a considerable impact on our success and the experience of our users.


This role requires an experienced leader who thrives in a flat, fast-moving organization using lightweight processes, creative ideas, and quick iteration to make a significant impact. You and your team will be accountable for shaping Wish’s vendor management strategy and policies, and influencing the company’s product roadmaps and internal tooling.

What you'll be doing:

  • Hold all vendors accountable and take appropriate corrective action for the performance and results of all vendor operations across multiple geographies and lines of business
  • Lead and grow a team of Vendor Support Specialists in multiple locations, to support Wish’s Customer Support Experience objectives at scale
  • Develop strong, collaborative relationships with key internal and external stakeholders to strategically implement and optimize vendor management processes, tools and policies to achieve performance objectives while mitigating vendor risk 
  • Be part of the Customer Support Management Team in all contract negotiations and relationship management for all key vendor relationships, including defining service level agreements and implementation of incentive plans aligned with delivering best in class support
  • Champion improvements and changes to improve the quality of the Wish Customer Support experience
  • Proactively identify and analyze issues, patterns and trends in customer requests & product performance
  • Identify and evaluate opportunities to increase customer retention and satisfaction
  • Communicate effectively with internal leadership to identify customer pain points and propose solutions to policy, user experience or other areas for improvement

Qualifications

  • A Bachelor's Degree and 5+ years experience managing contact centers/BPO vendors at a high growth technology company. Experience working within an E-Commerce environment or within a B2C business is highly desirable. ( Global experience is highly beneficial)
  • Ability to create weekly reports on the operational findings of our vendors and ability to run WBRs with our vendors on a bi weekly basis.
  • Analyze and spot trends in operational data and suggest improvements or remedies.
  • Possess strong negotiation and leadership skills needed to gain commitments and initiate action to remediate risks and vulnerabilities from the leadership of other teams
  • Experience in championing and/or acting an executive sponsor for change initiatives; experience in building feedback loops with internal teams
  • Ability to synthesize disparate information quickly to develop a succinct, accurate summary of the opportunity/need. Comfortable with both setting the long-term strategy and making it happen, digging deep into the details
  • Comfortable in a fast-paced environment where vision remains the same but information may not be 100% available and priorities can change frequently
  • Willing to roll up your sleeves and get into the weeds in order to drive impact
  • Proven track record of people management, including experience managing nimble, distributed, multi-disciplinary teams
  • Ability and willingness to travel domestically and internationally, approx. 25% of the time (post COVID)

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • RedisDatabases

Location

Our San Francisco office is located in the Citigroup Center with direct access to BART and surrounded by amazing restaurants and coffee shops.

An Insider's view of Wish

How do you collaborate with other teams in the company?

As a Content Marketing Manager at Wish, I collaborate with multiple teams to create innovative, informative, and unique stories about Wish and our employees. As a writer, being able to discuss ideas with other teams allows me to publish original and authentic content.

Leah

Content Marketing Manager

How has your career grown since starting at the company?

My goal coming out of university was to learn how to scale the infrastructure of a growing company. Larger tech companies have mostly solved these scalability problems and Wish gave me the opportunity to solve tough problems hands on. Wish is now handling 100x the traffic since I joined and I'm still learning new things everyday.

Vitaliy

Manager, Software Engineering

What are Wish Perks + Benefits

Wish Benefits Overview

Here at Wish, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, Wish covers 100% of insurance premiums for full-time employees and their dependents. And that's not all! In addition to our amazing benefits, we proudly offer many perks like fitness reimbursement, flexible work hours, generous paid time off, Wish cash, an ESPP program and many more...

Culture
Partners with Nonprofits
Wish proudly partners with Black Girls Code, University of Waterloo WiCS and Women Who Code through volunteering and hosting events.
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Diversity manifesto
Diversity Employee Resource Groups
Our Wish Employee Resource Groups, or WERGs as we call them, are employee-led organizations that help build awareness, educate and drive inclusivity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wish covers 100% of medical, dental & vision monthly premium costs for employees and their dependents.
Life Insurance
Pet Insurance
Wellness Programs
Wish offers a fitness allowance.
Mental Health Benefits
Employee Assistance Plan - Up to 5 in-person visits with a trained professional, per issue. Additional online benefits include legal, financial, childcare, and parental leave resources.
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Fitness Subsidies
Wish offers a fitness allowance.
Home Office Stipend for Remote Employees
New! All full time employees are eligible to receive a monthly work from home stipend.
Professional Development Benefits
Job Training & Conferences
Wish offers "Wish for Leaders" management training program as well as other Learning & Development workshops.
Promote from within
Mentorship program
Continuing Education stipend
Wish offers up to $500 per year for job related professional development activities.
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