Vendor Operations Manager
About Faire
Faire is an online wholesale marketplace built on the belief that the future is local — there are over 2 million independent retailers in North America and Europe doing more than $2 trillion in revenue. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town — we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.
By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About this role
We’re looking for a Vendor Program Manager who will help us scale our customer support operations. This person will define our vendor partnership strategy (BPOs) and ensure our support partners (BPOs) are set up for success and that their quality of service meets Faire expectations including CSAT, productivity and other key support metrics. As the Vendor Program Manager, you will also be responsible for managing the initial enablement/training, outlining processes and working closely with both the BPO and internal teams to ensure a seamless and efficient operation.
The position will report to the Head of Support Operations and will require some travel (COVID dependent).
What you’ll do
- Develop and own Faire’s support vendor partner strategy
- Own and manage support partner operation (BPOs) relationships and performance
- Establish, recommend, and formulate process improvements for internal and BPO teams
- Perform weekly key performance calibration with vendor partners
- Partner with training and content to reinforce compliance with new launches, processes, and policies
- Work cross-functionally to identify areas of opportunity for Faire to improve its business by understanding customer needs
- Execute quality monitoring programs that result in measurable behavioral changes in agents
Qualifications
- 5+ years of experience in operations or customer support
- Excellent written and verbal communicator
- Ability to operate effectively under pressure and deliver results
- Ability to use data to inform key decision making and monitor team performance
- Ability to balance competing priorities with proven record of delivering results
- Experience with operational efficiency and quality improvement initiatives
- Experience within a fast-paced environment
- Relevant vendor management experience , globally
- Proficient with SQL, Excel
Why you’ll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.