Manager, Outsourcing

2 weeks ago

Montréal, Canada SSENSE Full time

Company Description

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 Else.

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.

**Job Description**:
Reporting to the Director of Customer Care, the Outsourcing Manager will have the unique opportunity to own the outsourced operations and build the appropriate in-house management oversight structure and mechanisms. They will drive 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. They will be the gatekeeper of process and standards, as well as the expert in outsourcing best practices and continuous improvement to ensure an effortless customer experience.

**Operational Performance (40%)**
- Manage the outsourcing accounts (90-250 outsourced employees + pay per resolution BPO) 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 (4-5M/year).

**Quality Assurance (20%)**
- 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.
- Source and onboard new partners.
- Negotiate favorable contracts that align with scope and budget.
- 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.

**Leadership (20%)**
- Supervise, coach and train a team of Specialists and Coordinators.
- Conduct performance reviews and establish development plans.
- Monitor team workload and KPIs.
- Act as an escalation point for complex cases.
- Collaborate with Customer Care leadership to gauge and monitor team engagement and implement solutions to create a transparent, collaborative and productive work environment.

**Qualifications**:

- Bachelor’s degree in Business Administration or a related field, MBA an asset
- A minimum of 5 years experience in outsourcing management, project management or operations management in a global context
- 3 years of previous leadership experience
- 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 or customer care setting)
- Excellent oral and written communication skills in French and English

**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 a team
- Effective management of cross-functional, diverse teams and demonstrated ability to work and influence within a matrix structure
- Willingness to trave

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