We are looking for an Outsource Supplier Engagement Lead to join our Customer Support team playing a primary role in supporting customer loyalty as Bolt continues to grow exponentially. This role will leverage your proven outsourcing experience, your thought leadership and strategic thinking, your solid organisational, communication, negotiation skills, and your focus on the customer.
Building strong partnerships with Customer Support Outsource Suppliers
Leading one or more Suppliers to engage effectively and deliver against their contractual commitments
Owning the Customer Support (CS) Outsourcing lifecycle including conducting regular business reviews and periodic financial, operational, and management process audits, account-level approval of billing issues
In partnership with Bolt's Legal team, negotiate, document and manage contractual agreements (Statement of Work, Master Service Agreements etc.)
Support Operational leads to own operational engagement of performance eg CSAT, productivity, process and policy adherence, escalation support. Do so within a framework of contractual expectations and zero co-employment risk
Provide OS solutions to internal business requirements and partner to agree suitable support models and costs
Create and maintain global processes to ensure consistent and efficient execution of functions across all outsource suppliers and sites (Forecast process, invoicing process, escalation process etc)
Build and maintain productive and collaborative Stakeholder engagement and satisfaction (CS Leads, Legal, Finance, IT)
Firefight, refine & document processes, execute new practises and prepare for continued scaling of the business, whilst keeping the trains running
Maintain an effective due diligence process to ensure we only work with ethically and financially appropriate Suppliers
Create and maintain an effective onboarding process to ramp Suppliers efficiently
Experience managing an Outsource Supplier lifecycle
Experience managing multiple Outsource Suppliers including onboarding and exiting
Experience resolving Outsource Supplier performance issues
Experience leading and influencing culturally diverse support teams
Experience managing a multi million euro annual budget
Team player and strong interpersonal skills managing internal and external partner relationships
Enthusiasm and ability to travel at least quarterly
Experience of thriving in a fast paced environment where ambiguity is rife and multiskilling essential