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Sr. Vendor Ops Manager, Customer Operations

AppLovin was named one of the Hottest Adtech Companies of 2021 by Business Insider, as well as a Certified Great Place to Work in 2021 and 2022. Fortune recognized AppLovin as one of the Best Workplaces in the Bay Area 2022, alongside The San Francisco Business Times and Silicon Valley Business Journal who have also awarded AppLovin one of the Bay Area’s Best Places to Work for the past four years. Our team members are regularly recognized for their work and leadership, including recent award wins for San Francisco Business Times’ Outstanding LGBTQ+ Leaders 2022, Business Insider’s Rising Stars of Adtech 2022, Glassdoor’s Top CEOs 2019, and the Women in Content Marketing Awards 2021.

As the Vendor Ops Manager you will lead a critical function within our Customer Operations team charged with setting and delivering on KPIs, and delivering operational excellence for our fast growing and global team. The qualified individual is a CX leader with extensive knowledge of contact center operations who drives excellence for a globally distributed team. Qualified candidates will foster entrepreneurship to challenge what’s next, be self-starters, be able to multi-task, be dependable, and have concise communication.

What you’ll be doing:

• Direct responsibility over portfolio-wide external team headcount capacity and making necessary staffing adjustments
• Lead monthly KPI and performance evaluations with vendor teams, ensuring that goals are clear and optimal performance levels are reached.
• Set, review, and manage performance expectations across our array of games and CS roles, and ensure we meet organizational expectations on a monthly basis.
• Oversee heat map style coverage plans by role and by game, and ensure our schedule coverage remains optimal
• Prioritize people development by implementing successful performance management and succession planning
• Develop a strong and cohesive partnership with internal teams including data analytics, subject matter experts and leadership to support the continual success of our partners.
• Develop a strong pipeline to evaluate external team feedback, and review tool/process based inefficiencies for continuous improvements.
• Maintain strong documentation and follow-through on set goals and objectives.

Your background and who you are:

• 5+ years experience managing a vendor partner (or equivalent experience within a vendor services/BPO organization)
• Extensive knowledge in all aspects of contact center management including metrics, scheduling, forecasting, and performance management.
• Experience with business/data analytics, and making data-driven business decisions
• Thrive in an environment where things are always changing
• Adept at problem solving and process improvement
• Track record of taking ownership, being decisive and driving results

Bonus Points:

• COPC Coordinator Certification
• Demonstrated project management success
• Demonstrated ability to think big and influence across all levels of an organization

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AppLovin is an equal opportunity employer and considers qualified applicants without regard to race, gender, sexual orientation, gender identity or expression, genetic information, national origin, age, disability, medical condition, religion, marital status or veteran status, or any other basis protected by law.