Partner Performance Manager

About This RoleThe Partner Performance Manager for Kinetic Consumer Retention is responsible for overseeing and enhancing the operational performance of our external partnered retention vendors. This role focuses on daily operations through the call contact center ensuring performance metrics are met with excellent customer experience through efficient processes, high-quality service delivery, and continuous improvement in vendor operations.What You’ll Do:Act as the primary liaison between Kinetic and Consumer Retention vendors, fostering strong relationships and ensuring alignment with Kinetic’s operational standardsTracking retention vendor performance against agreed-upon metrics (KPI’s), identifying areas for improvement, and ensuring quality standards are metConduct regular audits of vendor operations to assess compliance with contractual obligations and service guidelinesIdentify areas for process improvements and work collaboratively with vendors to implement solutions that enhance operational efficiencyGenerate regular performance reports for internal stakeholders, providing insights into vendor operations and suggesting strategic improvementsAddress operational issues promptly, working with vendors to resolve challenges and prevent recurrenceDo You Have?Strong communication, active listening, decision-making, problem solving, motivational and relationship-building skillsPrevious customer service and call center experienceFamiliarity with the technical aspects of consumer internet/broadband repair services to effectively oversee vendor operationsStrong focus on customer satisfaction and the ability to use feedback to drive service improvementsStrong analytical skills and ability to derive insights from dataEven Better:Demonstrated ability to lead cross-functional teams and develop strategic initiatives that significantly enhance vendor performance and customer satisfactionExpertise in using advanced analytical tools and techniques to extract actionable insights from complex data sets, driving informed decision-making and strategic improvements in vendor operationsIn-depth understanding of consumer internet/broadband technologies, with the ability to translate technical requirements into operational enhancements for repair servicesExtensive experience in identifying inefficiencies and implementing innovative solutions that streamline operations and improve service deliveryExperience in leading significant change initiatives within vendor operations, with a focus on fostering a culture of continuous improvement and excellenceMinimum Requirements:College degree and 4-6 years professional level experience with 1-3 years supervisory experience; or 8+ years professional level related experience with 1-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.