Associate Manager, Partner Performance

The Associate Manager of Partner Performance will work hand in hand with the Vendor Service Delivery Manager, and will be responsible for managing the ongoing performance from the vendor site(s). This includes daily engagement, communication, and accountability specific to phone and revenue performance, and coordinating continuous improvement between training, QA, and operations within the partner site. This will require a high level of tenacity in communication and will require international travel on an as needed basis for in-person trainings, focus groups, etc.

This individual will participate as a member of the Customer Solutions/Account Services Leadership Team and be responsible for communicating all applicable initiatives, issues, changes, and any other relevant information to the Vendor Manager/Vivint Leadership team which includes the need to rotate in on a regular basis to be on call during weekends and holidays as needed for the entire Customer Solutions/Customer Moves organization. They will also help and implement department changes for customer experience, and call reduction efforts in Account Services.

The primary responsibility will be to manage the day-to-day operations of the team and align with department objectives. The performance lead will use various software and data to identify trends and streamline performance. They will hold regular meetings to discuss performance, trends, and initiatives. They will be asked to identify performance opportunities and report IT or bugs within CareGenie, Salesforce, and the various systems. They will be responsible for upholding and instilling Vivint's core values into themselves and their team. They will be a self-starter who will identify long term opportunities and identify ways to address those, by focus groups, learning sessions, etc.

• All Vivint partner management teams
• Multiple vendor site leaders up to and including C-suite level leaders
• Cross functional Vivint teams including but not limited to: Loyalty, Collections, VFT, SIT, Monitoring, CG, Salesforce, Implementations

• Monitor and drive high performance and accountability with Vendor site(s)
• Monitor and ensure partner is driving accountability and customer focused service
• Manage performance metrics of Vendor teams and coordinate performance improvement efforts with their leadership
• Work with internal business partner teams to identify areas of opportunity for the team and work with them to improve performance
• Work closely with and influence Vendor leadership team to drive the Vivint values and appropriate customer experience
• Utilize all tools and resources to manage your vendor team's performance and behaviors in real time
• Deliver on the spot feedback and guidance to your Vendor team during their shift to drive their success
• Participate with WFM and Vendor Management Sr. Leadership on strategic staffing choices and growth plans
• Conduct Bi Weekly (fortnightly) Business Reviews to review the state of the business, performance and actions
• Identify developmental areas of opportunities for the Partner Performance Leads and work with their manager to create a Performance Elevation Plan
• Help establish team/department objectives

• Ability to initiate and conduct difficult conversations partners and internal teams
• Will be required to travel internationally from time to time; will need to always hold a passport in current standing
• Be an advocate of change and championing the mission
• Detail and data oriented
• Understanding of using project/task management tools ie. Asana, Smartsheets, MS Project, etc.
• Strong competency in Excel, Word, PowerPoint.
• Knowledge of basic Workforce Management logistics including SLA, CAR, Att Loss, Attrition, AHT, etc.
• Effectively communicates verbally and in writing to all levels of management, functional staff, within Vivint and international BPO partners.
• Strong interpersonal, facilitation, and team leadership skills.
• Demonstrated experience and success driving performance in a high energy fast paced environment

• Showcase your ability to have mastered your current role and work beyond your current parameters
• Knowledge of Vivint's equipment and software
• Understand and exemplify Vivint Core Values while holding the sites to those standards
• 5+ years of leadership experience required with at least 18 months experience leading other leaders
• 2+ years of experience in a BPO and/or dual-employment environment is highly preferred. While not required, this experience will be weighted favorably when evaluating candidates.
• Lean Six Sigma Green Belt, CAPM, or equivalent certification preferred, with a willingness to obtain certification if not currently held. Demonstrated experience applying formal project or process-improvement methodologies to achieve business outcomes is highly valued.

• Paid holidays and flexible paid time away
• Your choice between Mac or PC
• Employee pricing on smart home products
• Casual dress code
• Onsite gym, gaming tables across our campus
• Onsite health clinic
• Medical/dental/vision/life coverage

Honesty and Integrity Come First

• Do the right thing

Customer Obsession is Our Advantage

• A relentless passion to serve the customer

Innovation is Essential

• Today's innovation is tomorrow's lifeblood

We Win Together

• Individuals win games; teams win championships

Exceptional is Expected

• Talk is cheap; create value, not just motion

We Give Back

• Helping people is core to our DNA

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.