Your day-to-day
Vendor Strategy & Relationship Management
· Partner closely with vendor leadership to ensure alignment with Proofpoint’s goals, support strategy, and customer experience standards.
· Serve as a strategic liaison between internal teams and vendor partners to drive transparency, accountability, and continuous improvement.
· Monitor contract adherence and identify opportunities to optimize vendor services.
· Evaluate vendor performance across KPIs, SLAs, quality metrics, and productivity benchmarks.
· Identify operational gaps, propose structured improvement plans, and track progress through completion.
· Support readiness for product changes, workflow modifications, and major program rollouts.
Cross-Functional Partnership
· Collaborate with Engineering, Product, Customer Success, Support Operations, and internal Support teams to ensure vendor alignment with business needs.
· Represent the vendor organization in cross-functional meetings, project discussions, and operational reviews.
· Communicate vendor impact, risks, and opportunities clearly to senior leadership.
Program & Process Leadership
· Lead vendor-related initiatives and process improvement programs—driving structure, documentation, and execution.
· Maintain operational playbooks, escalation guides, SOPs, and readiness materials.
· Partner with training and quality teams to ensure consistent vendor skill development.
Data Analysis & Reporting
· Analyze vendor data to identify performance trends, root causes, capacity issues, and customer-impacting concerns.
· Build dashboards, scorecards, and executive-level summaries to highlight insights and drive decision-making.
· Provide recommendations based on data—focusing on efficiency, quality, and customer experience.
Escalation and Issue Management
· Support vendor escalations, incident management, and service disruptions.
· Partner with stakeholders to drive cross-functional resolution and long-term corrective action.
· Track recurring issues and propose systemic solutions.
· Support the Director in defining vendor strategy, long-term operational planning, and organizational alignment.
· Assess vendor capabilities and recommend changes to staffing models, resourcing, or support coverage