Manager, Vendor Experience (Performance & Service)
22 hours ago
Join us as a Manager, Vendor Experience (Performance & Service) and play a pivotal role in shaping the Marketplace Experience for Singapore.P..
Join us as a Manager, Vendor Experience (Performance & Service) and play a pivotal role in shaping the Marketplace Experience for Singapore.
Program Management
- Be the country point-of-contact for all service and content related matters relating to vendor service transformation
- Assist in planning, executing, and monitoring high-impact programs to drive service transformation and operational improvements
- Develop and suggest solutions that reduce marketplace friction, improve policies, and drive long-term value and vendor satisfaction
- Use project management tools to track progress, escalate issues, and report on key performance indicators (KPIs) to country leadership
Service Transformation
- Support the implementation of service transformation strategies, ensuring a seamless, friction-less support experience for the vendors
- Identify areas for operational improvement and apply best practices to enhance vendor experiences and streamline processes
- Assist in rolling out digital tools and technologies to improve service delivery, aligning solutions with local market needs and global objectives
- Collaborate on innovative approaches to drive efficiency, reduce costs, and enhance service quality for the local market
Change Management
- Assist in implementing change management processes, ensuring smooth transitions when introducing new tools, methods, and service models
- Engage local stakeholders and teams in change initiatives, driving buy-in and fostering trust at all levels
- Monitor feedback from stakeholders and team members, adjusting plans to ensure continuous progress
- Champion the Voice of the Vendor to influence policies and drive enhancements that meet both local and regional needs
Performance Tracking and Reporting
- Track the success of service transformation initiatives using data-driven metrics and analytics
- Report on program performance, identify opportunities for improvement, and ensure alignment of outcomes with business objectives
- Contribute to post-implementation reviews and incorporate lessons learned into future programs
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