Sr. Account Manager, Vendor in Round Rock, TX at Sears Holdings Corporation

Date Posted: 7/8/2019

Job Snapshot

  • Employee Type:
  • Location:
    1300 Louis Henna Boulevard
    Round Rock, TX
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 979242BR
Employing Entity: Transform SR LLC
Employment Category: Regular, Full-time
Job Function: Call Center

The Senior Vendor Account Manager holds primary responsibility for the overall growth and strategy of the vendor operation. This position leads change and process improvement and influences the larger organization on strategy and decision making. This position works directly with leadership in vendor organization and Sears contacts to ensure that call center operations drive an exceptional customer experience, revenue growth, and expense management. Additionally, this position is responsible for the achievement of all operating metrics, sales revenue growth, and customer experience improvements for assigned vendors.

Job Requirements

Job Duties/Responsibilities:
• Identifies and implements opportunities to leverage vendor capacity and other efficiencies to improve overall cost of operations
​• Uses direct relationships with vendors effectively to achieve goals, influencing others to meet deliverables
• Maximizes revenue on each customer contact
• Ensures vendor contract and Statement of Work compliance, and follows through to ensure non-compliance issues are quickly addressed
•Develops overall operating strategy and standards with vendor, including customer experience, training strategy, culture, associate policies, revenue growth, and expense management
•Develops key operating metrics and reporting processes
•Collaborates with vendor on a daily basis to address operating issues
•Ensures customer experience and call quality exceed established standards
•Works with Training Manager and vendor to develop and implement associate training
•Oversees development and execution of vendor staffing strategy
•Develops and manages implementation of new initiatives to drive growth and improve the customer experience
•Monitors all operating metrics and business performance
•Directly supervise one or more salaried professionals supporting key vendor accounts
•Visits vendor's call centers (often international) to execute responsibilities
•Performs supervisory responsibilities, including, but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and developing associates

Job Requirements:
•Ability to create and manage a sales culture
•Supervisory skills
•Ability to work directly with vendors, including management of contractual expectations
•Successful career progression, with a history of increasing levels of responsibility
•Strong communication and influencing skills
•Highly skilled in problem solving, with the ability to convey innovative ideas and communicate complex theories to senior levels of management
•Ability to manage a remote and dispersed customer focused and customer satisfaction-based organization with bottom line impact
•Change management skills
•Ability to travel internationally on a frequent basis
•Ability to communicate in spoken and written English well enough to be understood by direct reports, supervisors, co-workers, and customers
•Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
•Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
•Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations
•All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC's compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)