We're Cruise, a self-driving service designed for the cities we love.
We’re building the world’s most advanced, self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.
Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of disciplines. This is a place for dreamers and doers to succeed.
If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, join us.
About the Role:
The Customer Success team at Cruise is the primary human connection with our customers. In this role, you’ll be an early member of a critical team in a rapidly developing industry.
As Contact Center Vendor Manager, you’ll work closely with our internal and BPO CS teams. You will define the initial framework for BPO management and execute upon that framework to deliver on critical metrics that drive customer experience.
Work from our Phoenix office
Work cross-functionally with internal groups and external partners to improve the quality of our services, efficiency, and scalability of our operations
Develop and drive improvements across internal and external partner processes and procedures to build best-in-class agent and customer experiences through collaboration, leadership and a customer-focused approach
Implement quality monitoring programs that result in measurable behavioral changes in agent performance and customer experience
Regularly report to cross-functional leaders on business performance
5+ years of vendor management experience, with strong expertise of operational workflows, vendor performance evaluation, and contract negotiations.
5+ years of experience in a customer support organization
Strong experience in developing and leading all aspects of the execution of a vendor management framework
Excellent storyteller, including verbal, written, and visual, who can help others emotionally connect to the vision, the why, and how each element/moment is a critical component to the overarching journey
Experience using data collection, research, and analysis to evaluate opportunities to improve customer support interactions
Proven ability to work in a fast-paced, ambiguous, deadline-oriented work environment. You create order, without stifling progress
Bonus points!
Previous experience in fast scaling, high-tech, or ridehail industries
Experience working with or implementing processes and systems to facilitate seamless scale
Experience working in a high-growth, startup environment
Passion for autonomous vehicles and what they will enable in the world
Cruise LLC is an equal opportunity employer. We strive to create a supportive and inclusive workplace where contributions are valued and celebrated, and our employees thrive by being themselves and are inspired to do the best work of their lives.
We seek applicants of all backgrounds and identities, across race, color, ethnicity, national origin or ancestry, citizenship, religion, sex, sexual orientation, gender identity or expression, veteran status, marital status, pregnancy or parental status, or disability. Applicants will not be discriminated against based on these or other protected categories or social identities. Cruise will consider for employment qualified applicants with arrest and conviction records, in accordance with applicable laws.
Cruise is committed to the full inclusion of all applicants. If reasonable accommodation is needed to participate in the job application or interview process please let our recruiting team know or email HR@getcruise.com.
We proactively work to design hiring processes that promote equity and inclusion while mitigating bias. To help us track the effectiveness and inclusivity of our recruiting efforts, please consider answering the following demographic questions. Answering these questions is entirely voluntary. Your answers to these questions will not be shared with the hiring decision makers and will not impact the hiring decision in any way. Instead, Cruise will use this information not only to comply with any government reporting obligations but also to track our progress toward meeting our diversity, equity, inclusion, and belonging objectives.
Vaccine Mandate.
At Cruise, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #StaySafe culture transcends and informs all we do, and because of this, as of October 31, 2021 Cruise will be mandating COVID-19 vaccinations for all US-based Cruisers who need or want to access any of our US Cruise facilities and engage in any business travel — including attending any in-person Company-sponsored event.
If you are unable to get a vaccine due to a medical condition, disability, or a strongly-held religious belief, Cruise will consider requests for an accommodation.
Note to Recruitment Agencies: Cruise does not accept unsolicited agency resumes. Furthermore, Cruise does not pay placement fees for candidates submitted by any agency other than its approved partners.