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Director, Strategic Vendor Management

Job Summary: The Director, Vendor Manager will be responsible for managing and optimizing our partnership with third-party Technical Customer Support vendors. This role involves; managing the Support teams assigned to Proofpoint, overseeing vendor performance, ensuring compliance with service level agreements (SLAs), and fostering effective communication between our company and the vendor. The ideal candidate will have a strong background in vendor management, excellent communication skills, and a keen understanding of customer service operations.

Key Responsibilities:

• Vendor Relationship Management:
  • Develop and maintain a strong, collaborative relationship with the vendor.
  • Serve as the primary point of contact for all vendor-related inquiries and issues.
• Team Management:
  • Direct the day to day activities of a 70 person team (6 managers and their teams)
  • Conduct onboarding and training
  • Establish, track, and report on key performance indicators (KPIs) and service level agreements (SLAs).
  • Conduct regular performance reviews and feedback sessions with the vendor.
• Issue Resolution:
  • Identify, escalate, and resolve any operational issues or service disruptions.
  • Collaborate with the vendor to implement corrective actions and improvements.
• Strategy Development:
  • Collaborate with internal stakeholders to define customer support strategy and objectives.
  • Work with the vendor to align their services with our business goals and customer expectations.
• Contract Management:
  • Coordinate with contractual owners to ensure compliance with terms and conditions.
• Budget Oversight:
  • Coordinate with finance team to ensure that services are delivered within budget.
  • Identify opportunities for cost savings and efficiency improvements.
• Reporting and Analysis:
  • Prepare and present regular reports on vendor performance and customer support metrics to senior management.
  • Analyze trends and make data-driven recommendations for improvement.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• 5+ years of experience in vendor management or supplier relationship management, preferably in customer support or outsourcing environments.
• 12+  years experience as a Technical Support Manager leading large, global team
• Strong understanding of customer service operations and best practices.
• Excellent negotiation, communication, and interpersonal skills.
• Proven ability to manage multiple projects and priorities simultaneously.
• Experience with performance metrics and reporting tools.
• Proficient in Microsoft Office and Salesforce

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.

Base Pay Ranges:

SF Bay Area, New York City Metro Area:

Base Pay Range: 189,750.00 - 278,300.00 USD

California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:

Base Pay Range: 158,400.00 - 232,320.00 USD

All other cities and states excluding those listed above:

Base Pay Range: 144,825.00 - 212,410.00 USD