The customer experience team at PhonePe takes full ownership of a customer's journey on the app, identifies opportunities for it to be better based on customer VOC, reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of 'Customer First' is how we execute on our vision to be best in class.CX Operations as a function includes inhouse operations, vendor operations and workforce management teams. The operations team measures itself on three broad KRAsOperations Excellence ? Predictability of effort, Efficiency and EffectivenessListening to the customer and closing loop with categories and other teamsImproving customer resolutions through better prioritizationThe Role:The Vendor operations head owns all vendor relationships in the CX ecosystem. The responsibility is to bring the best capabilities out there to address PhonePe's business challenges effectively in a cost efficient and effective manner.Business GoalsStrategy BuildingBuild and manage a capability roadmap for the PhonePe ecosystemEvaluate changes in capabilities and SWOT of different vendors/sites in the ecosystemScan the business horizon for emerging requirements and map to capabilitiesOptimize for vendor competitiveness (e.g. Champion challenger model), capabilities and skill availability in the ecosystem.Stable ExecutionCreate a de risked ecosystem by flagging and addressing risks is predictability, efficiency and effectiveness of the operationsSetup efficient and strong governance practices to address any challenges that may come upEnable strong collaboration in the ecosystem between various actors like vendor, inhouse ops and Training/QualityMaintain high levels of compliance in the sites, especially with regards to contracts and regulatorsVendor satisfactionEnable practices to maintain PhonePe branding as a fair customer in the ecosystemMain clean, strong and upto date contracts ensuring timely payouts and fair handling of any conflicts that may come up from time to timePeopleRelationship BuildingInfluence leadership in vendor organizations to ensure alignment and investment in the relationshipTake steps to align the execution sites and personnel to PhonePe culture through structured and soft levers.Develop the vendor management team to be effective leaders in the ecosystemIdeal Candidate -15+ years of work experience in leadership, management consulting, internal consulting or business transformation roles with a keen understanding of operationsDemonstrated experience transforming businesses through enterprise-wide large-scale transformation initiativesExperience of working in a selling/buying cycle with good understanding of the components of costing and pricing in a shared services or BPO environmentSkillsSound understanding of support functions (Training, Quality, WFM) and the role they play in a operations ecosystemStrong relationship building and influencing skills - Relations in PhonePe and with vendor leadership are key to success in this role. Excellent verbal and written communication skills, with experience interacting with stakeholders at multiple levels Demonstrated negotiation skills backed by strong analytical and problem-solving skillsStrong strategic thinking to read emerging requirements and changes and then address them through sound planning
