Posted on: August 7, 2019 | Job#: 288754

Vendor Manager - Call Center

Full-time | 6001 Greenpoint Drive, Groveport, OH, US 43125

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About Gap Inc.

Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us. 

About the role

This position requires a results-driven, innovative and passionate leader to serve in the role of a Vendor Manager. The primary objectives of this position are to maximize efficiency, quality, and customer experience critical to Contact Center’s success, while developing strong vendor relationships. Incumbent will be responsible for managing vendor management functions; managing day to day vendor relations, while maintaining strong relationships with our partners, and assist in overall vendor strategy.

What you'll do:

What you'll do

  • Responsible for managing relationships with a vendor, including developing new relationships, managing day to day vendor interactions, and handling or directing escalations.

  • Develop strong relationships with key business areas and other support functions to ensure vendor management is understood and managed appropriately.

  • Responsible for vendor expenses to the business, vendor cost controls, vendor efficiency, vendor performance, and overall vendor strategy.

  • Track, measure and communicate key performance metrics associated with vendor-related activities.

  • Ensure that the vendor relationship is well-developed and maintained to ensure a superior customer experience, timeliness, and a high level of efficiency.

  • Evaluate/Manage vendor performance using KPI’s and scorecard.

  • Work proactively with vendor to improve department statistics.

  • Responsible for managing vendor performance and compliance; must be able to offer solutions to improve vendor performance.

  • Daily follow up with vendors in assigned tasks, ensuring on time response.

  • Responsible for vendor compliance to GAP Inc. policies and procedures.

  • Drive and enhance organizational value and efficiency.

  • Formulate and implement policies and procedures to ensure smooth operation of business.

  • Must collaborate internally and externally to solve complex operational issues.

  • Can work with limited supervision and is self-motivated and proven ability to take person responsibility and accountability.

  • Must be able to communicate clearly and concisely to all levels of the organization.

  • Periodic travel to vendor locations as needed for quarterly and annual business reviews as needed.

  • Perform other related duties as assigned.

Who you are

  • Minimum of 3 - 5 years customer service experience in an outsourced or vendor management role. Preferably for a Contact Center environment
  • Bachelor’s degree preferred or equivalent experience
  • Minimum of 3 - 5 years customer service experience in an outsourced orvendor management for a Contact Center environment preferred
  • Minimum of 5 years of leadership experience strongly preferred
  • Ability to be flexible with schedule and work under high pressure in a complex environment

  • Ability to work in a fast-paced environment and manage multiple tasks in parallel

  • Strong computer skills, with an emphasis on Microsoft Word, Excel, and PowerPoint

Benefits at Gap Inc.

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we’ve been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.

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