Job description
About Fubo:
With a mission to build the world’s leading global live TV streaming platform with the greatest breadth of premium content and interactivity, FuboTV Inc. (NYSE: FUBO) aims to transcend the industry’s current TV model. Fubo operates in the U.S., Canada, France and Spain. The company also has a growing technology center in Bangalore, India that is developing strategic product and technology features for the global Fubo platform.
We’re rapidly growing in employees, subscribers, and content offerings! Which means we need your help taking us to the next level.
Fubo is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds and traditions. We encourage everyone to apply.
About the role:
Fubo is seeking an experienced Vendor Manager to help lead our BPO partners. This role is responsible for overseeing the performance and relationship with a majority of our BPO partners. As a Vendor Manager for the Fubo Customer Care team, you will partner with BPO Leads and Managers to manage the day to day front line operations of the site.
The ideal candidate will be a proven leader with a strong background in care operations, vendor management, and team development within a fast-paced environment. They should also possess the ability to develop and maintain positive relationships with customers, team members and other departments both internally and with partners.
Responsibilities:
- Work closely with multiple outsource vendors in Colombia and the Philippines
- Monitor and evaluate the team’s performance to meet and exceed department KPIs on a daily/weekly/monthly basis
- Utilize data analysis to identify trends, measure performance, and drive decision-making
- Conduct daily huddles with outsource teams to ensure consistent performance
- Work cross functionally with internal teams to proactively surface top customer issues
- Conduct weekly one on ones with BPO Leads to maintain strategic alignment
- Conduct coaching triads with BPO Leads to ensure high quality coaching interactions with vendor agents
- Conduct team round tables to gain direct feedback from BPO team members
- Act as a point of contact for BPO invoicing
- Partner with our BPO teams to proactively identify and improve operational processes
- Serve as an escalation point for more complex issues, outages, or incidents
- Proactively communicates challenges and act as the point of contact for solutions
- International travel required (~25%)
- Job duties are subject to change
Qualifications:
As a Customer Care Vendor Manager, you must be able to lead and motivate managers and customer care reps. We are looking for a manager that can bring energy, excellent communication skills, and strong analytical skills.
- 4+ years of Vendor Management experience, working directly with contact centers in the Customer Service, Retention and/or Technical Support space
- Track record in coaching, mentoring and developing customer care reps
- Experience collaborating with QA and Training teams to develop long term training and quality strategy
- Strong written communications and presentation skills
- A track record in delivering results in a fast paced contact center environment
- Flexible scheduling, including weekends and nights and the ability to travel internationally
- Excellent analytical and problem-solving skills with a data-driven approach
- Demonstrated ability to proactively lead process improvement initiatives
- Strong leadership, communication (written and verbal), and interpersonal skills
- Available to work irregular hours including holidays, nights, and weekends
- Proficiency with Zendesk or similar ticketing systems
Perks & Benefits:
- At Fubo, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
- Fubo provides a highly competitive compensation based on experience and market standards
- Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
- Free Premium Fubo Account
- Unlimited PTO days and regular company-wide activities
- Fubo’s main headquarters are located in Midtown Manhattan, with offices in Denver, Paris, and Bangalore
- Fubo is an e-verified company
Fubo’s minimum base salary for this role if hired in New York City is $75,000 per year; maximum base salary for this role is $105,000 per year. Additionally, this role is eligible to participate in Fubo’s equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits. The final offer amount will be at the company’s sole discretion and determined by multiple factors, including years and depth of experience and expertise, location and other business considerations.
