Vendor Relationship Manager

Good storytelling starts with great listening. At Audible, that means each role and every project has our audience in mind. Because the same people who design, develop, and deploy our products also happen to use them. To us, that speaks volumes.

ABOUT THE ROLE

We are looking for a Vendor Relationship Manager, based in Sydney. In this role, you will be responsible for improving the efficiency of Customer Care operations while identifying customer experience improvement opportunities, delivering Voice of Customer (VOC) to relevant business functions based on Customer Care interactions and direct customer surveys and partnering cross-functionally to continuously action them for existing and future services. This role reports into our APAC Regional Director of Customer Service based in Japan.

ABOUT YOU
- You are Customer Obsessed. You seek to deeply understand the needs of your customers, both internal and external, and strive to design and advocate for solutions that will delight them.
- You are Bright. You excel at understanding and diagnosing broken or frustrating customer experiences through qualitative and quantitative data and transforming it into compelling narratives to drive action. You grasp new concepts quickly and are eager to learn anything that will create value. You also easily navigate the people aspects of a complex, global organization.
- You are Passionate. You are excited to drive existing opportunities and discover new ones. You imbue a passion for excellence into everything you do, not only raising the bar, but also having fun along the way. Most importantly, you can’t wait to be part of a customer-centric revolution
- You are Agile and have a Bias For Action. You prioritize quick actions with frequent reassessment and adaptation of plans and live by the motto of “progress not perfection.”

Key job responsibilities

As the Vendor Relationship Manager you will...

Customer Service (60%):

- Be the voice of our customers on behalf of the Audible ANZ team - creating insights that drive business growth
- Manage the relationship with our Customer Care vendor site:

- Support in end-to-end partner operations and performance to proactively meet service trends and ensure performance metrics are meeting the target
- Working with vendor site management to manage day-to-day operation - escalations, trouble shooting and collaborating with our international development teams as needed
- Upskill and deliver TTT (Train to Trainer) to vendor sites to continually improve the customer experience
- Work with Knowledge Management to validate training and knowledge base documentation with L&D support process and standards changes in order to prepare our partners resources with proper training and skills to ensure we continue to reduce preventable tickets
- Act as the liaison between the partner and the business to drive the appropriate behaviors or improvements in Quality Assurance, Training and Knowledge Management
- Serve as escalation point for timely contact center issue resolution and risk mitigation plans
- Drive awareness supporting the Audible culture and customer care tenets
- Participates in development, execution and leadership of programs to improve competitive position and profitability
- Generate, cascade, and achieve goals across network and manage the quality of Customer Care at vendor site and create Kaizen program.

Net Promoter Score (NPS) Management (40%):

- Collect, analyze and report customer experience data across global products and services
- Identify and eliminate barriers to achieving goals, accuracy, productivity, efficiency, and quality
- Develop compelling narratives that articulate customer pain-points with proposals for improvement
- Represent the voice of the customer in cross-functional settings to ensure frictionless customer journeys are achieved
- Represent the voice of the customer and create methods for communicating it with the broader organization to ensure frictionless customer journeys are achieved

A day in the life

Basic Qualifications
- Experience in customer care related roles, such as collecting voice of customer data, escalation management, trouble shooting, knowledge management and action plan development/execution
- Ability to represent the department and company with external partners as well as internal teams
- Strong quantitative and qualitative analytical skills, excellent attention to detail and good business acumen
- Self-starter who possesses exceptional time-management and organizational skills with great attention to detail
- Ability to develop collaborative relationships; you are well-respected, and people want to work with you
- Bachelor’s degree from accredited university
- Travel required 30% (international)

Preferred Qualifications
- Demonstrated collaboration with internal and external business partners to deliver greater operational performance, efficiency, and quality.
- Detail-oriented, proven track record in understanding and