美团Customer Service Vendor Business Manager
任职要求
教育背景 本科及以上学历，工商管理、运营管理或相关专业优先。 工作经验 至少2年以上外包客服商务管理相关工作经验。熟悉客服中心的运营模式及外包服务管理流程。 核心能力 出色的项目管理、沟通及谈判能力。数据分析能力强，能够基于数据驱动决策。优秀的团队协作和跨部门沟通能力。英语听说读写流利。 Education Background Bachelor’s degree or higher, preferably in Business Administration, Operations Management, or a related field. Work Experience At least 2 years of relevant experience in outsourcing customer service business management. Familiar with the operational models of customer service centers and outsourcing service management processes. Core Competencies Strong project management, communication, and negotiation skills. Proficient in data analysis with the ability to drive data-driven decision-making. Excellent teamwork and cross-departmental collaboration skills. Fluent in English (reading, writing, speaking, and listening).
工作职责
负责外包服务商的选择、评估及合同谈判。确保供应商履约，定期评估其绩效，优化合作模式。建立和维护与外包合作伙伴的长期合作关系。 业务需求与资源规划 根据业务需求制定外包服务策略及资源规划。确保外包团队人力资源与技能匹配业务目标。 绩效监控与改善 监控外包团队关键绩效指标（KPI）资源定级的合理性。定期分析数据，发现问题并推动改进。 预算与合作 合理分析外包商达成的运营收益结果，确保成本效益最大化，并协助运营团队与外包商达成良好的服务支出以及收益，推动良好合作。 跨部门协作 与内部团队（如运营、培训、质量控制等）紧密合作，确保流程一致性。支持产品和系统优化，提供业务需求和反馈。 Responsible for the selection, evaluation, and contract negotiation of outsourcing service providers. Ensure supplier compliance, regularly assess their performance, and optimize collaboration models. Establish and maintain long-term cooperative relationships with outsourcing partners. Business Needs and Resource Planning Develop outsourcing service strategies and resource plans based on business needs. Ensure the human resources and skills of the outsourcing team align with business objectives. Performance Monitoring and Improvement Monitor key performance indicators (KPIs) and the rationality of resource grading for the outsourcing team. Regularly analyze data, identify issues, and drive improvements. Budget and Collaboration Analyze the operational benefits achieved by outsourcing providers to ensure cost-effectiveness is maximized. Assist the operations team in reaching favorable service expenditures and returns with outsourcing providers, fostering strong collaboration. Cross-Department Collaboration Work closely with internal teams (e.g., operations, training, quality control) to ensure process consistency. Support product and system optimization by providing business needs and feedback.
1. Oversee service delivery for both BPO and in-house customer service teams 2. Manage client relationships and ensure service level agreements are met 3. Monitor and improve performance metrics across all customer service channels 4. Coordinate service delivery efforts between different teams and departments 5. Implement and optimize customer service processes and technologies 6. Manage budgets for service delivery and allocate resources effectively 7. Provide leadership and mentorship to team managers and supervisors 8. Analyze customer interaction data to identify trends and areas for improvement 9. Ensure compliance with quality standards and regulatory requirements 10. Develop and implement strategies to enhance customer satisfaction and loyalty 11. Manage vendor relationships with BPO partners 12. Lead continuous improvement initiatives for service delivery *The task responsibility and allocation is subject to change based on business needs
In this role, you will collaborate closely with regional and global Quality Program Managers, Retail Customer Care leadership and cross functional stakeholders to uphold the quality standards and elevate the customer experience.. Through targeted contact review, you will be responsible for helping identify business trends and insights, leveraging that to craft a framework that guides the business to understand what matters to the RCC leadership and customers in your region. A Quality Program Manager will participate in weekly business reviews, provide insights from both their own and other coaching contact reviews and are responsible for quality analysis and reporting. You will need to be regularly lead and participate in calibration activities, be an expert in quality standards and align the teams with these standards. You will also need a deep knowledge of the business, performance management and vendor management practices. It is important that you are able to articulate and analyze customer expectations and satisfaction, service trends and professional ethics and operational policies and procedures are followed. A Quality Program Manager is responsible in supporting and guiding their respective sites and business partners to achieve goals in customer satisfaction and quality performance and includes building behavior based coaching plans based on qualitative and quantitative insights. This work will be achieved through influencing management, adopting best practices and effective root cause analysis on the reasons for customer dissatisfaction or lack of adherence to customer and business critical processes and practices. This is all done through the lens of As one of multiple quality program managers for the region, you will also partner with your peers to set the direction and provide consistency across the network.
As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment. In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs. You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.
1.Outsourced Team Management & Performance Monitoring Responsible for managing and coordinating with multiple outsourced service providers (BPOs), including daily communication, task execution, progress tracking, and business alignment. Define and implement KPIs/SLAs, conduct regular operational reviews, and drive outsourced teams to achieve service quality and efficiency targets. Monitor performance across different sites, identify operational risks, and proactively implement optimization measures. 2.Process & Service Standard Development Review and standardize customer service workflows, scripts, and operating procedures (SOPs) to ensure consistent service experience. Promote process digitization, automation, and tool adoption to improve overall efficiency and accuracy. 3.Training & Quality Assurance Collaborate with business teams to design and implement training programs, supporting capability building for outsourced teams. Establish or supervise quality assurance mechanisms to ensure service quality and compliance of outsourced teams.