Manager, Call-Center Outsourcing

SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything ElseTM. 

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Reporting to the Manager of Customer Experience, the Outsourcing Account Manager will have the unique opportunity to own the outsourced operations, build the appropriate in-house management oversight structure and mechanisms, while driving the collaboration with external providers in an effort to yield a multitude of innovative ideas to deliver on goals and expected performance of outsourcing partners. This position is the process and standards gatekeeper as well as the expert in outsourcing best practices and continuous improvement to ensure an effortless customer experience. The Outsourcing Account Manager will be asked to efficiently and independently provide operational expertise and strategic leadership, support, guidance and training to teams on all aspects of outsourced work. The ideal candidate will ensure alignment of teams to the related outsourcing strategies, policies and performance while interfacing with operational teams, support groups and service providers for successful execution of outsourced services, while ensuring compliance with operational standards, ethical practices, outsourcing and procurement policies and procedures.

Operational Performance (50%)

• Manage the outsourcing account (100-120 outsourced employees) and sustain high levels of performance in a constantly changing environment.
• Monitor, report and propose changes to increase customer satisfaction, quality, productivity and operational performance of each outsource services provider.
• Collaborate with multiple teams to determine requirements for proposals, ensuring projects stay within budget and allotted time frames 
• Negotiate suggested alterations to vendor contracts, either during the bidding process or after selection.
• Manage and optimize a multi-million dollar budget (2-3M/year).

Quality Assurance (30%)

• Work with the internal control functions on monitoring, identifying and remediating quality issues and friction points.
• Conduct prior and in-depth analysis (risk assessment) for any contemplated outsourcing including a description of services, expected results and a detailed evaluation of the risks for financial, operational, legal and reputational risks.
• Monitor, report and propose changes to outsourcing policy, agreements and procedures due to changes at the competition, regulatory or compliance levels.
• Conduct, as needed, on-site audits of outsourcing services providers.

Relationship Management (20%)

• Manage SSENSE’s outsourcing programs and providers, developing and maintaining key relationships with external vendors as their primary contact.
• Interact with a wide range of suppliers initiating, negotiating and ensuring the execution of operational, legal and/or financial agreements in a customer experience, customer success or call center environment.
• Manage key internal and external stakeholders effectively by frequently soliciting input, gathering and incorporating feedback into processes as appropriate.

• Degree in Business Administration or related field is required. Advanced degree a plus.
• 3-5 years of experience in outsourcing management, project management or operations management in a global context.
• Experience in doing internal audits, establishing and following up on budgets.
• Substantial experience in quality, productivity and continuous improvement management and reporting  (preferred in a customer experience, customer care setting)

Skills

• Proven track record establishing a trusted relationship with customer business partners.
• Strong sense of urgency and pace, with the capacity to prioritize and align conflicting demands and priorities with ability to respond and meet project deadlines and milestones.
• High degree of comfort acting as a central point of contact and first point of escalation for issues, disputes, and requests.
• Effective quantitative, analytical and interpretive skills
• Excellent time management skills with the ability to be flexible to meet job demands 
• Strong communication and interpersonal skills with the ability to work both independently and in team
• Excellent oral and written communication skills in French and English
• Effective management of cross-functional, multi-cultural teams and demonstrated ability to work and influence within a matrix structure
• Willingness to travel for on-site meetings and audits to the outsourcing partner locations and strong ability to work effectively across functions, cultures and time-zones.