Manager of Care Vendor Operations

Location Details:

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.​

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.

This position is eligible to be performed in Colombia.

This position is not eligible to be performed in Alaska, Mississippi, North Dakota, or the Virgin Islands.

GoDaddy is not currently considering candidates for this role in California, Seattle, or NYC.

Join our Team...

As GoDaddy continues to grow, we are looking for a passionate team member who can successfully and effectively support the day-to-day operations and relationship with vendors on a global scale. This Vendor Manager role will work together with GoDaddy’s BPO Management Office to lead the BPO Vendor teams in delivering a Wow experience for GoDaddy and its customer by delivering on our core operational pillars: Engage your guides; Drive Customer Experience; Scale Costs, and Grow Revenue.

This leader supports the goals of Customer Care through daily performance and operational management. They are the designated mentors inspiring the best possible performance at GoDaddy vendor sites through targeted, data-driven operational management practices. They are an expert in leveraging competency-based operational assessments that help GoDaddy keep a pulse on vendor leadership execution, operational excellence practices, levelling-up the Guide training experience, and is focused on creating high-feedback, high-performance culture that is sustainable longer-term.

What you'll get to do...

• Ensure our BPO partners deliver the encouraged outcomes set by GoDaddy
• Partner with Care Site leaders to support the day-to-day performance of outsourced operations, ensuring overall quality levels are delivered
• Monitor and control cost-related initiatives by working with the BPO Management Office and BPO Partners
• Visit vendor sites as business needs require to build relationships, conduct performance reviews, and assess overall program health—from Guide experience to processes and standard methodologies
• Establish and nurture positive relationships with internal and external customers to properly manage performance expectations for internal customers – Customer Care and Marketing Leadership 
• Find opportunities for process and best-practice adoption, tool adoption, and developing and adjusting SOPs to align with Customer Care globalization plans and strategy
• Partner with Care Site leaders to support efforts from internal and outsourced teams to conduct and engage in meaningful conversations during weekly, monthly, and quarterly business reviews
• Set vendors up for success by advocating for them when needed and ensuring GoDaddy acknowledges and prioritizes their feedback to drive procedural and tooling improvements
• Demonstrate forward-thinking and a comprehensive approach to delivering great experiences for GoDaddy customers
• Identify and develop talent within the team, providing feedback to direct reports that facilitate personal and professional development
• Foster and nurture an employee culture that exemplifies the GoDaddy brand for employees, customers, partner guides, and GoDaddy
• Perform other tasks and assignments as advised

Your experience should include...

• 3+ years of experience managing BPO operations as a client and/or vendor or in a customer care operations leadership role
• Experience with Inbound Sales & Support, Billing, Email Sales & Support, Hosting Sales & Support, Chat, Messaging, ticketing, or other digital support
• Understanding of International culture and learning processes
• Excellent communication and influencing skills; proven experience influencing other teams/groups where their support is critical to success
• An outstanding teammate, understanding cultural barriers and bridging business gaps
• Solid Project Management experience and the ability to coordinate multiple projects at once
• A willingness to undergo PMP, LSS, and Tableau training
• Ability to multi-task and meet opposing demands
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint, OneNote)
• Ability to travel both domestically and internationally (less than 5% of the year)
• Sales Management experience in a Call Center environment
• Encouraging and responsive teaching style while being comfortable assessing performance and giving feedback
• Experience with data analysis and making data-driven leadership decisions
• Ability to work and influence decisions cross-functionally and within Sr. leadership
• Ability to build an open and encouraging learning environment
• Flexibility in working hours

You might also have...

• In-depth expertise in contact center operational leadership
• Previous experience launching and implementing new outsourced operations, ideally in a global offshore location
• Project Management Professional
• Lean Six Sigma Training – Green Belt
• Experience managing within a blended agent sales and service model with P&L Responsibility
• Proven track record to influence others that do not directly report to you
• Self-motivated; excels in a minimal mentorship, high-profile position

We've got your back...  We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.

We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.

About us... GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us.

At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.

GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our fullEEO policy.

Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to [email protected].

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.