Summary
✨ AI‑Generated
A digital marketplace is seeking a Vendor Experience Specialist to oversee outsourced support operations and improve the experience of business partners. The role combines BPO management, service-level and satisfaction metrics, workflow optimization, team leadership, partner onboarding, and accurate content management.
Highlights
Broad operational ownership covering vendor satisfaction, service levels, process optimization, team leadership, onboarding, and content quality, with opportunities to reduce operational overhead and improve partner experience.
Description
Job DescriptionManages external BPO operations overseeing the Vendor Help Center and vendor incident calls.Key duties include owner-level management of vendor satisfaction (CSAT) scores, SLA compliance, and incident rates in close coordination with BPO partners.Responsible for managing SOPs alongside OPEX and driving workflow changes that directly optimize required BPO staffing, lower operational overhead, and reduce vendor churn.Lead, mentor, and manage supervisors and team leaders across content operations.
Establish clear workflow processes and performance KPIs
Create, upload, and maintain menus for all partnered vendors ensuring accuracy in item names, descriptions, pricing, and images.
Coordinate with Account Managers to update menu changes, new dishes, and promotional items promptly.
Ensure new vendors are being onboarded smoothly within the timelines.
Ensure consistency and compliance with brand guidelines and platform standards.
Regularly audit menu content for errors, inconsistencies, or outdated information.
Implement and enforce quality standards for menu presentation including grammar, formatting, and imagery.
Work closely with partners, Account Managers, marketing, product, and customer support teams to synchronize menu updates with promotions, campaigns, and platform features.
Liaise with UX/UI teams to optimize menu layouts and content for improved user engagement and conversion.
Monitor menu performance metrics such as click-through rates, item popularity, and customer feedback.
Provide actionable insights and recommendations to optimize menu offerings and content presentation.
Manage multiple menu updates, launches, and seasonal changes simultaneously within set deadlines.
Lead cross-functional initiatives aimed at improving menu content workflows and automation.
