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Role
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Location
Team
responsibilities
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Manage outsourced 1:1 care operations sites in the US. Meet or exceed consistently performance targets for vendor workforce in terms of service levels, quality, delivery of service, and cost.
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Support vendor selection, agreements, and overall vendor operations strategy, while leading regular business reviews and manage vendor relationships. Monitor daily performance, and collect and analyze data in order to recognize trends and potential problem areas.
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Communicate process changes, enhancements, and modifications to vendor management so that issues and solutions are understood.
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Work closely with various internal groups to understand business requirements, implement new processes, participate in workforce planning and budgeting activities, and contribute to ongoing process improvements
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Work closely with incubation and other related teams and parties to define/develop support plan for new products, change and improve process based on post-launch data, bring the process to a stable and mature stage, and plan for scale support/graduation.
x
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Competencies
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Business process and project management expertise.
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Strong analytical and structured problem solving capabilities.
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Vendor relationship management and negotiation skills.
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Strong business acumen and passion for delivering world-class customer experience.
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Exceptional leadership, management, communication, and collaboration skills.
x
x
benefits
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x
x
x
x
x
x
x
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