Vendor Manager – BPO Americas

This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

The Vendor Manager – BPO Americas will lead our Business Process Outsourcing (BPO) requirements. This individual will play a pivotal role in ensuring exceptional customer service and efficient operational processes for our Hotel and Hospitality business. The ideal candidate will have experience in managing nearshore / offshore BPO teams, preferably within the Hotel/Hospitality/Travel services industry. The Vendor Manager – BPO Americas is responsible for planning, leading, organizing, and motivating the Vendor Management team to achieve a high level of performance and quality in delivering exceptional business value to users. This role is responsible for driving the vendor management process, creating standards for vendors, cultivating relationships with vendors, analyzing vendor performance, and reporting to enable effective decision making to drive business value.

Position Responsibilities:

• Regularly assess and mitigate the operational and compliance risks of strategic partners to detect early warning signals of potential problems.
• Coordinate and facilitate the review of business roadmaps and priorities of Hyatt Hotel Corporation and GPGS, through the Strategic Business Review process ensuring vendor performance exceeds the goals set for them.
• Change Management: Capability to drive change within the organization, especially when implementing new vendor management processes or technologies.
• Develops practices with In-depth knowledge of vendor management best practices, including contract review, performance monitoring, and relationship management.
• Manage the vendor onboarding/provisioning/deprovisoning process, including due diligence, negotiations, and establishing mutually beneficial partnerships.
• Collaborate with internal teams, including Training, Learning & Design, Data & Quality, Workforce, Finance, and Legal, to align vendor management activities with organizational goals and meet deadlines.
• Reports on performance results to senior leadership team and gives recommendations for improvement.
• Defines the escalation paths and methods to resolve problems. Conduct regular evaluations and assessments of vendor performance, providing clear, actionable, constructive feedback to encourage cooperation and drive continuous improvement in vendor performance. Resolve vendor services and supplies issues and keep accurate and timely records.
• Demonstrate a commitment to Hyatt’s core values.

Qualifications

Experience:

• 2 – 4 years of Vendor Management experience preferred.
• 2 – 4 years of Management experience preferred.
• 2 – 4 years working in a contact center environment required.

Education:

• Bachelor’s Degree in Computer Science, MIS, Business Management, Statistics or related field preferred.

Certificates, Licenses, Registrations:

• Six Sigma/outsourcing/vendor management certifications preferred.

Additional Comments and Requirements:

• Proven experience as a Vendor Relationship Manager or in a similar role within customer services.
• Strong negotiation and contract management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with a focus on continuous improvement.
• Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.
• Working across time zones is a requirement with frequent meetings in Americas and ASPAC time zones.
• Domestic and International travel may be required.

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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