Senior Manager, Vendor Performance

Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We're about community, inside and out. You'll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We're on a quest to empower live communities, so if this sounds good to you, see what we're up to on and , and discover the projects we're solving on our . Be sure to explore our and channel to learn how to ace our interview process.

Customer Trust (CT) ensures that our community knows that we have their back. Our Trust & Safety teams make Twitch a welcoming and safe place for people to build safe and inclusive communities that allow diverse, global creators to flourish. Our Customer Experience teams ensure our customers are heard and supported when issues arise.

We are looking for a dynamic Senior Manager to lead our global Vendor Performance team within Customer Trust. The Senior Manager, Vendor Performance will be responsible for managing the Vendor Performance measures across our Customer Experience and Trust & Safety operations teams. In this role, you will develop relationships with internal stakeholders and drive operational performance of our partners. This person will also create and support the successful delivery of key projects that support the achievement of our strategic priorities and goals.

• Guide the Vendor Performance operational strategy, identifying and documenting best practices for operational success, then manage external teams to deliver processes against that strategy
• Work with internal groups and stakeholders to understand workflow requirements, expectations, key performance indicators, and agents' skills to design the best systems to support Vendor Performance operations
• Monitor relevant vendor reporting, identifying opportunities to adjust coverage patterns and maximize value with available resources
• Oversee Vendor workflow launches, training execution, and appropriate escalations routing, tracking progress until resolved
• Manage overall performance of operational vendors, including partnering with stakeholders for appropriate resources, service level agreements, and key performance indicators
• Quantify pain points around outsourced operational issues and implement standardized approaches in areas that will deliver the greatest impact and actively communicate feedback, challenges, roadblocks, insights effectively and concisely to appropriate stakeholders and cross-functional partners
• Oversee vendor relationship management activities, including leading and preparing documentation for regular business reviews (WBRs/MBRs/QBRs) with stakeholders and vendor teams, onboarding and offboarding new vendors, creating and tracking all purchase orders related to vendors

• B.A. or B.S. degree
• 5 years vendor management experience
• Experience working in operations, collaborating with global teams, multinational vendors & BPOs
• Experience in operational management and stakeholder management
• Experience influencing and driving change within an organization
• Excellent verbal and written communication skills
• Experience working in Customer Experience and / or Trust & Safety organizations

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount
• Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Twitch values your privacy. Please consult our , for information about how we collect, use, and disclose personal information of our candidates.

Job ID: TW8306