Customer Service Vendor Manager

Bognor Regis, England, United Kingdom

1/17/2025

Job location: Hybrid Bognor Regis, UK

Company: Wiley

Role: Vendor Manager

About the role:

The Vendor Manager Provides overall day to day management of external customer facing customer support personnel driving the highest levels of performance. Manage vendor partner relationships and performance, ensuring that they adhere to Wiley’s customer service standards and policies and achieve the highest levels of performance. Determine and document vendors’ deliverables and produce cost/performance analysis on all activity. Carry out Support Operations requirements, including monitoring and analyzing volume and quality, solving problems and escalating tickets to drive case resolution in a timely manner producing high customer satisfaction levels.

Provide feedback to development and run teams to improve the products we support as well identify internal opportunities for process improvements with the vendors.

Report on case aging and feedback reporting to groups we escalate measuring their performance. Drive meetings with key stakeholder to improve performance.

Constantly review business processes, product quality and user experience to help customer success teams drive improved Wiley experiences and efficient service provided.

How you will make an impact:

• Manage outsourced team performance. Collaborate with CS operational leaders to help deliver the highest levels of customer satisfaction while continuously driving efficiency improvements.
• Achieve the highest levels of performance through internal resources and Wiley vendors by driving feedback/analysis and working with vendors and internal partners to develop and complete improvement initiatives.
• Promote a culture of customer advocacy with peer teams by building awareness to consumer impact using data to drive process and improvements outside of customer service
• Drive workforce management activities including vendor actions and internal resource needs (internal operations managers, training, system requests).
• Performance Management - Schedule and lead regular vendor Quarterly Business Reviews (QBR) to assess performance.
• Foster an environment of continuous improvement for all CS services using knowledge-based management processes and connecting various teams
  
  

Desired Skills:

• BA or BS degree
• Experience working with outsourcing agencies and resources.
• Experience running technical support processes
• Proficiency in use of MS Office.
• Advanced level Excel skills.
• Confidence and ability working with numbers/figures.
• Strong analytical skills
• Previous Customer Service operations and management experience
• Able to work on own initiative within corporate guidelines/ directives.
• Is able to break down complex problems/tasks into manageable parts and allocates own time efficiently.
• Demonstrates completeness and attention to detail.
• Follows-up in an efficient manner.
• Actively seeks, recommends, and implements new ideas/solutions which improve financial performance and/or productivity.
• Considers financial implications when making decisions.
• Proficiency in written and spoken English
• Communicates effectively within and beyond team including internal and external contacts.
  
  

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world's most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today's biggest obstacles into tomorrow's brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers' steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers and learning champions all while striving to support the health and well-being of all employees, for example we offer meeting-free Friday afternoons allowing more time for heads down work and professional development.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles either in the UK, Canada or USA. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for UK, Canada and USA based roles.

When applying, please attach your resume/CV to be considered.