Job Description / Skills Required
GoPro, Inc. is transforming the way people capture and share their lives. What began as an idea to help athletes self-document themselves engaged in sport, GoPro has become a mobile storytelling solution that helps the world share itself through immersive content.
GoPro offers a fun and fast-paced work environment with passionate and motivated people who have a drive to learn, innovate and succeed.
GoPro is seeking the best candidate to take on the responsibility of APAC Vendor Manager within our Customer Support team. This position will be based in our Manila, Philippines location and work directly with our APAC outsourcers to drive regional performance. The candidate should be results driven, detail-oriented and strong communicator. The Vendor Manager needs to understand customer support operations and outsourcer relationship management within the APAC region.
What You Will Do
Partner with vendors to drive Key Performance Indicators (KPIs) impacting both productivity and quality such as Service Level (SLA), Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Collect and analyze data to understand contact volume and customer satisfaction trends within the APAC region and communicate finding to key stakeholders
Monitor vendor operations and ensure proper execution of GoPro Support strategies and plans
Coordinate implementation of training and staffing plans at vendor locations
Act as primary Customer Support contact for APAC region, bridging the gap between GoPro and vendor teams
Travel regularly to APAC call center vendors to maintain relationship with management staff and evaluate site performance
Prepare reports and analysis showing region performance and distribute to major stakeholders
Skills We’re Stoked About
4+ years experience in customer service outsourcing operations
Experience managing leaders and multiple stakeholders
Fluent in English
Comfortable delivering information across various levels and audiences
Expertise with business tools such as SalesForce.com, NetSuite, Confluence, Litmos, Five9, and GetFeedback
Ability to travel up to 50% of the time
Your own GoPro Camera (Mounts and accessories included)
Live it. Eat it. Love it. – Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Employee discounts on GoPro products
Fully stocked break room with snacks and drinks!
GoPro is an Equal Opportunity Employer.