Senior Director - Global Strategic Alliances & Operations

Senior Director - Global Strategic Alliances & Operations (20-25 yrs)

About the job

- Directly responsible for performance outcomes of key service, operational, and sales KPIs for a global portfolio of partners.

- Manage strategy, implementation, and optimization of partner relationships to maximize revenue attainment and ensure partner commitment to the PSO.

- Actively participate in partner performance management framework development and evaluations at project, partner, and program level.

- Provide direction and lead the team to deliver best-in-class practices that improve customer experience, loyalty, team and field leadership, and vendor partner experience, and to maximize our financial return to the business and growth.

- Monitor performance against plan and develop and execute strategies to address any underperforming partners and locations.

- Work closely with partners to evaluate joint business and gather feedback that can improve overall partnership and programs.

- Track, analyze, and communicate key metrics to help identify efficiency opportunities and to measure the impact of existing partner programs.

- Lead the QBR process for all vendor relationships and alignment.

- Lead the PSO forecasting and resource management process to ensure the partner resources are lined up to meet customer demand.

- Evaluate and build capability of partner resources to handle call complexity and reduce transfers.

- Handle customer escalations diligently.

- Facilitate interaction, manage interdependencies, and conflict resolution among all functional teams globally.

- Serve as the primary liaison between the site managers and channel partners while taking the lead role in collaborating with cross-functional teams to develop and execute an innovative and high-impact business plan. Partner with Sr Leadership in the PSO to drive accountability for expected business outcomes.

- Staffing/Employee Relations: Ensures direct and indirect reports are staffed to optimal levels. Makes decisions regarding hiring, promotion and disciplinary actions.

- Supporting in-person vendor support with meetings and training onsite internationally.

- Foster a sense of community and belonging among India-based V Teamers through team-building activities, recognition programs, and open communication channels.

- Serve as Geo Lead, collaborating cross-functionally to enhance company culture and employee engagement initiatives, fostering a positive and inclusive work environment that aligns with company goals

- Plan and execute engaging events and programs tailored to the interests and needs of the local team in India, promoting camaraderie and a positive work environment.

- Facilitate seamless communication and collaboration between India-based V Teamers and remote colleagues, ensuring everyone feels connected and informed.

- Proactively solicit feedback from on-site V Teamers to understand their experiences, identify areas for improvement, and implement solutions that enhance employee satisfaction and engagement.

- Encourage a healthy work-life balance by promoting company wellness programs and initiatives, and fostering a supportive environment that prioritizes employee well-being in India.

What we're looking for:

You'll need to have.

- 5+ years managing a large-scale team at a senior manager level or above

- Successful operational process management experience

- 8+ years combined sales, business development, and/or customer service experience.

- Experience managing and influencing client relationships at the senior executive level. Ability to present and interact with all levels of management and deliver compelling board presentations.

- Experience leading diverse and geographically distributed field teams; a leader with proven managerial abilities; excellent team leadership and interpersonal skills; ability to coach, mentor, and train others.

- Proven leadership capabilities to work across organizational boundaries to lead and transform.

- Demonstrated ability to consistently deliver sales results to target over an extended horizon.

- Demonstrated experience successfully managing budgets, process improvements, and customer service issue resolutions.

- Proven organizational skills and ability to prioritize and communicate effectively.

- Strong interpersonal communication skills and ability to influence others.

- Exceptional written and verbal communication skills.

- Must be able to travel internationally.