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OS (Outsource) Activity Manager



New York, NY, USA
Posted on Tuesday, May 21, 2024

Operations Vendor Manager (OS Activity Manager) - New York, NY (Hybrid)

Build Your Career | Have Fun | Make a Difference

Payoneer’s mission is to empower businesses to go beyond – beyond borders, limits and expectations. In today’s digital world, Payoneer enables businesses of all sizes from anywhere in the world to access new economic opportunities by enabling them to transact globally as easily as they do locally.

Payoneer’s digital payments platform streamlines global commerce for millions of small businesses, marketplaces and enterprises from over 200 countries and territories. Leveraging robust technology, compliance, operations and banking infrastructure, Payoneer delivers a suite of services that includes cross-border payments, working capital, tax solutions and risk management. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading brands like Airbnb, Amazon, Google and Upwork, Payoneer makes global commerce easy and secure.

We're seeking a highly motivated and detail oriented Operations Vendor Manager responsible for overall vendor performance, cascading information, and setting strategic direction of Vendors/Partners in alignment with Payoneer business priorities and culture. As a key member of our global Operations team, the Operations Vendor Manager also monitors and steers performance, develops, and tenaciously influences the achievement of Payoneer Ops objectives in an efficient and procedurally compliant manner. The ideal candidate will have the ability to balance the best interest between Payoneer and its approved vendor partners as well as focus tirelessly on ownership, exceptional customer service, and operational excellence.

This role will be based in our New York, NY office.

What you’ll do:

  • Own vendor relationship and performance
  • Track, measure, report and evaluate vendor performance
  • Liaise with vendors in daily/weekly/ monthly/ quarterly (as applicable) meetings to understand issues and barriers to meeting performance target
  • Develop and implement performance improvement plans, leveraging internal cross functional expertise and resources
  • Report on performance in weekly/ monthly/ quarterly (as applicable) forums with senior leadership (or procurement/ sourcing team as required)
  • Troubleshoot all vendor problems and present, with mitigation, to management as required
  • Set and review measurable targets, guidelines and action plan with vendors, and ensure that they align with the overall business goals of the Payoneer
  • Actively identify opportunities to continuously enhance efficiency and quality delivered by external vendors
  • Develop and sustain long-standing strategic partnership with Ops-approved vendors
  • Facilitate vendor searches, portfolio benchmarking and vendor onboarding with internal stakeholders as required
  • Ensure vendors are supported and aware of performance goals and contractual obligations
  • Attend all vendor-related meetings meetings that are critical to overall performance

What we’re looking for:

  • 6+ years of contact center and/or operations experience
  • Experience in supporting global customers in a multi-lingual environment
  • Experience in the management of outsourced suppliers delivering customer-facing support for 3+ years - either on the customer or partner side
  • Experience working as part of a virtual team that is geographically dispersed
  • Proven ability to collaborate with regional partners
  • Bachelors degree or equivalent experience

Character/Other Requirements:

  • An individual who possesses with high work ethic standards and strong sense of ownership
  • Motivated self-starter who can learn quickly in a fast-paced environment
  • Passionate and committed professional with excellent interpersonal skills and service-oriented mindset
  • Great team player who cares and willing to help other colleagues
  • Strong vendor management skills
  • Solid operations management skills
  • Excellent in verbal and written English, to work with a diverse global team
  • Strong influencing and stakeholder management skill
  • Solid organizational skills including attention to detail and multitasking skill
  • Strong working knowledge of Microsoft Office

What we offer:

  • Outstanding medical, dental, and vision insurance (individual plan 100% covered) HSA and FSA
  • 401K with employer match
  • Fitness/Wellness reimbursement
  • Generous PTO, paid holidays, and parental leave
  • Learning and development opportunities
  • Flexible work from home schedule
  • Volunteer activities
  • Fun office culture with supportive leadership

Join the Payoneer Family - check out Our Values and apply today!

Payoneer is committed to fostering a diverse and inclusive workplace. Payoneer is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you are interested in applying for employment with Payoneer and need special assistance or an accommodation to use our website or to apply for a position, please email Determinations on requests for reasonable accommodation are made on a case-by-case basis.

In accordance with New York City Law, below is the annual base salary range for this position. Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs. The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave. This position is also eligible for a discretionary year-end bonus.

The annual base salary range for this position is: $85,000 - $100,000