Vendor Manager, Listener Care

Company Overview: Beyond AM. Beyond FM. Radio has just taken a quantum leap into the future.XM Satellite Radio, the first U.S. digital satellite radio service, provides nationwide coverage and digital quality sound, unleashing a radio revolution from coast-to-coast.Competitive compensation and benefits package.XM offers a benefits package that includes health, dental, vision, long-term disability, short-term disability, and life insurances, 401(k) match, flexible spending accounts and other perks like partially subsidized in-house cafe, and XM's own in-house gym.Join the XM Revolution! Position Description: Duties & Responsibilities This position is accountable, with the Senior Manager, Vendor Relationship, for day-to-day supervision of 3rd party inbound vendor performance. This includes contract compliance in all service level metrics, schedule adherence, invoice review and validation in customer call center. The VM is responsible for communicating performance issues to the Listener Care Centers (LCCs) and for oversight of vendor actions to resolve identified issues/problems. Vendor Mgr will act as the primary point of contact liaison between the operational LCC floor and all of the XM organizations that desire work performed in the LCC. Therefore, the VM will partner closely with peers in Program Management, Billing, Collections, Quality and Training to ensure proper implementation and on-going execution of all programs designed for the LCCs. The VM will be present in the Listener Care Centers to perform on-site review of performance and provide direct assistance to vendor management a minimum of two weeks of each month. Develops and maintains overall relationship with the out source vendor's operations management team at assigned LCC sites. Works with Director to represent XM Radio's interest in contract negotiations. Oversees contract compliance responsibilities. Reconciles contract performance results with economic rewards or penalties outlined in the contract including review and approval of all vendors' billing to XM Radio. Interacts with XM Marketing and other LC teams to execute new initiatives requiring support within the contact center. Oversees development of vendor's operations processes and procedures to execute XM requirements. Partners with the XM Business Process team to roll-out new and modified work designed by those teams. Works closely with peer group within XM Radio to remain aware of quality or compliance issues. Requires extensive travel up to 70 - 80% Other duties as assignedEducation and/or Experience Bachelor's degree or equivalent experience Must have legal right to work in the United States. 6 - 8 years customer service, including 3-5 years management responsibility in call center environment Experience managing outsource vendor contract relationships in the customer service environment Customer service experience with a start-up company in the competitive local exchange (CLEC) or other wireless business or experience in customer service for digital satellite television or customer service experience with facilities based Internet services provider or Telecommunications Company. Experience with management of quality assurance programs preferred Bilingual English-Spanish strongly preferredSupervisory ResponsibilitiesSupervision of Other XM Site Operations Managers, indirect supervision of vendor contact center staff that includes Operations Managers, Supervisors and 200 - 400 Listener Care Representatives.General Skills Good public speaking and presentation skills Good project management and planning skills Interpersonal skills and ability to interact and work with staff at all levels Excellent written and oral communication skills Ability to handle multiple tasks in a fast paced environmentComputer Skills Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access). Microsoft Project, Visio or Igraphix, e-mail and calendar tools. Experience with CRM software (Siebel, Vantive, etc.) Equal Opportunity/Affirmative Action Employer M/F/V/D