Global E-Commerce’s Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. The Service and Moderation Team (SMT) is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. SMT is looking for a Partner Program Manager to be responsible for the management of our BPO partner governance and operations across our contingent workforce in Singapore.

• Act as a key interface to work with various functions within Global E-commerce (GEC) to support their outsourcing requirement.
• Coordinate with the Point of Contact (POC) from different Line of Business (LOB) within GEC and BPO in various phases of new programs deployment, such as requirement gathering, resource planning, ramp up timeline alignment and go live.
• Work closely with different LOB on monthly resource planning at BPO sites.
• Define the global extended workforce plan and strategy for BPO sites.
• Act as a key point of escalation for different LOB within GEC on vendor performance or billing issues related to BPO.
• Build organizational capabilities for extended workforce strategy, planning, governance, operational management, shared services, and management organizations.
• Manage complex cross-functional programs.
• Coordinate project meetings, draft agendas, develop presentation materials, coordinate with internal stakeholders on materials, and track decisions, outcomes, and follow-up action items.
• Review and approve all BPO invoices based on comprehensive understanding of business and operational details.

Minimum Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of experience in BPO vendor management at a regional or global capacity in Contact Center/Customer Service industry.
• Proficient skills in Excel and good at data analyzing, familiar with formulas and Pivot Tables.
• Experience in program management and ability to manage large, complex programs and drive change.
• Strong problem-solving, prioritization, and project management skills.

Preferred Qualifications:

• Ability to build effective and productive relationships across the business and work with accountability and integrity.
• Ability to effectively engage with leadership, facilitate discussions about complex topics, influence, and reach agreements.
• Ability to work well as part of a team and process a large amount of data to drive business strategies and decisions.
• Excellent analytical, leadership, organizational and stakeholder management skills.
• Highly organized and detail-oriented with a proactive work-style.