The Twitter Service team helps the world enjoy Twitter by highlighting the best of our platform and providing continual support around the clock. We're the voice of the user at the company, working with product teams to provide insights that drive innovation. Within Twitter Service, the Vendor Operations team manages relationships and strategies with large managed service providers and enables the organization to effectively operate at scale.

Twitter is seeking a Sr Vendor Manager (Project Manager II) based out of Gurgaon India. This remote position will support the end to end vendor relationship for Twitter Service. 

You will utilize strategic decision making, analytical capabilities to ensure that vendor performance obligations are being met across multiple programs. Through effective governance, you will help define and maximize value out of existing Vendor engagements. Although this is an individual contributor (IC) role, you will be expected to be facilitating communication across global stakeholders and providing subject matter expertise in vendor management.

What You’ll Do:

• Work with internal/external stakeholders and vendor partners, which will include executing operational strategies for Twitter’s global outsourcing model, through proactive communication and facilitation of cross-functional projects.

• Responsible for end to end Vendor relationship management, and service delivery. 

• Collaborate with vendor counterparts in regards to onboarding and offboarding of agents, process excellence and improvements, infrastructure support.

• Process and utilize metrics and analytics to make recommendations and identify continuous improvement and cost effective solutions.

• Continuously strive towards improving efficiency, reducing waste and adding value to existing processes and workflows.

• Facilitate innovative initiatives by developing a deep understanding of business requirements and maximizing value from vendor partners.

Who You Are:

• Leadership: You will be viewed as a Vendor support subject matter expert within the vendor management team.

• Domain Expertise: You have a working knowledge of Operations management practices, including performance and workforce management and are able to apply operational requirements to new or existing vendor engagements.

• Analytical Capabilities: You have a background in Operations management, data driven  and make informed decisions on a day-to-day basis. You are able to leverage reports and dashboards and use your findings to optimize vendor performance, create more streamlined processes and identify cost saving opportunities.

• Communication: Exceptional written and verbal communication skills and can be trusted to speak for and represent the global Vendor Management team in most situations. You are proactive and navigate ambiguous situations with confidence and know the right situations in which to raise a red flag to your leadership team. 

• Problem solving: People will come to you with hard problems that they can’t solve so that you can guide them through complex solutions. You seek out people across the business in order to learn new things and unblock barriers to success. You research possible outcomes and proactively make recommendations to your stakeholders. You understand how to prioritize projects and how to negotiate up and across the business for the resources you and your team need. 

• Team Player: You are part of an organization that relies on a lot of mutual trust and respect to get stuff done. You’ll give and take feedback well, learn from your mistakes and operate with a growth mindset.

 Requirements:

• Minimum Qualifications

  • Bachelor's  degree from a recognized university.

  • 8 to 10 years of working experience in large scale BPO operations (captive or 3rd party) supporting multiple geographies. 

  • Experience in managing end to end service delivery for at least the last 2 years.

  • Experience in driving XFM projects in India & abroad.   

• Preferred Qualifications

  • Have prior vendor support and/or engagement experience.

  • Experience working in Social media / content moderation space..

  • Experience in workforce planning and headcount management.

  • Exposure to Lean Six Sigma, Kaizen and process improvement.

  • PMP or COPC VO certification or Master’s in operations management.

We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.