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About the role
Key responsibilities & impact- Lead the strategy and execution of vendor-managed support work
- Oversee key Statements of Work (SOWs)
- Build a unified Level 1 support model across the digital platform ecosystem
- Develop and implement an L1 Support Playbook for Microsoft products, data warehouse, and customer portal
- Define and track performance KPIs
- Partner with Product Owners, suppliers, and IT to identify automation opportunities
- Build a backlog of automation use cases
- Improve self-service and guided support for end users
- Coordinate business-side and technical support needs across programs
- Manage vendors and Customer Support Operations-related SOWs from scope definition through governance
- Lead regular vendor business reviews covering service delivery, initiatives, and spend
- Identify redundant or outdated outsourced work across Customer Support, Marketing, and Engineering
- Reduce vendor spend through consolidation, streamlining, retirement of SOWs, automation, and integration
- Partner with Finance and product stakeholders to quantify cost savings
- Surface outsourcing costs and align teams around digital-first replacements
- Build reporting, governance, and spend-tracking mechanisms
- Drive operational excellence across vendor engagement and support operations
Requirements
What you’ll need- Bachelor's degree and 10 years of experience OR advanced degree and 7 years of experience
- Demonstrated experience managing multiple external vendors and SOWs, including scope definition, approvals, contract execution, and performance governance
- Proven background in support operations, ideally L1 support within digital products or enterprise systems
- Ability to build processes, KPIs, and standard operating procedures
- Strong analytical and financial acumen
- Experience evaluating vendor spend and identifying cost-saving opportunities
- Experience using data to measure operational performance and impact
- Experience leading structured business reviews
- Experience synthesizing vendor performance data
- Experience driving accountability with external partners through clear metrics and expectations
- Must be a U.S. Person
- U.S.-based role
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Long-term disability
- 401(k) match
- Flexible spending accounts
- Flexible work schedules
- Employee assistance program
- Employee Scholar Program
- Parental leave
- Paid time off
- Holidays
- Annual short-term and/or long-term incentive compensation programs may be available
- Remote work primarily from home