Senior Partner Operations Manager
1 month ago
About the Role:
We are seeking a highly skilled Senior Partner Operations Manager to join our team. As a key member of our operations team, you will be responsible for overseeing and optimizing the performance of third-party service providers to ensure consistent, world-class support for couriers operating within the Delco network.
Key Responsibilities:
- Manage vendor performance, addressing escalations, and ensuring that both business outcomes and courier experiences align with company standards.
- Foster strong relationships with external partners and balance issue management alongside internal stakeholders.
- Participate in medium-term planning to align external partners' capabilities with the company's expansion and growth strategy.
- Lead vendor performance reviews, including daily stand-ups, escalation reviews, and KPI assessments.
- Conduct weekly vendor meetings with leadership to review performance, discuss issues, and track action items.
- Ensure adherence to CPO and Service Level (SVL) goals across all support channels.
- Monitor and improve agent-level performance through scorecards and corrective actions.
- Oversee financial processes, including PO initiation and invoice reconciliation with finance, ensuring adherence to forecasts.
- Maintain consistent communication with internal teams, ensuring any issues are escalated and addressed swiftly.
- Collaborate with vendors to negotiate playbook changes and performance improvements.
- Provide insights and recommendations for executive meetings and track continuous improvement initiatives.
- Conduct audits on program updates, SOWs, and playbooks to ensure successful implementation and compliance.
- Analyse vendor performance trends to drive operational improvements and ensure contract KPI adherence.
- Be available during peak business times to address demand.
- Travel internationally to vendor locations to ensure on-site management and foster strong working relationships.
Requirements:
- Proven experience in driving operational performance and managing external partners.
- Ability to influence and negotiate with stakeholders, ensuring the successful delivery of business outcomes.
- Strong ability to manage multiple, complex issues while providing clear, strategic solutions.
- Experience in reviewing processes and making improvements based on data-driven insights.
- Excellent written and verbal communication skills, with the ability to lead teams and address senior stakeholders effectively.
- Confident presenting to leadership and managing cross-functional teams.
- Ability to drive both short-term operational improvements and medium-term strategic plans.
- Comfortable leading day-to-day vendor performance monitoring while contributing to broader organisational goals.
- Ability to work effectively across different geographies and adapt to varying stakeholder needs.
Why Takeaway:
Takeaway is a dynamic and fun work environment that values diversity and inclusion. We are committed to fostering a culture where all employees feel they truly belong and where everyone is included, seen, heard, and respected. We are proud to be an Equal Opportunity employer and welcome applications from diverse candidates.
What We Offer:
We offer a competitive salary, comprehensive benefits package, and opportunities for growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply.
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