The hiring company is a World-Class Global Technology Giant headquartered in the US and they're looking for a Project Manager to oversee operations and efficiency of their external vendors who are on the premium partner support program.
THIS IS A 9-Month CONTRACT POSITION SUBJECT TO EXTENSION/CONVERSION DEPENDING ON PERFORMANCE AND BUSINESS NEEDS
Responsibilities
- Oversee external vendors providing support for premium partner accounts, ensuring support is delivered at the expected quality and service standards, SLAs.
- Act as the primary bridge between internal partner operations teams and vendors, ensuring smooth coordination and clear communication
- Plan and manage partner support workflows, including launches, changes, and ongoing operations across multiple teams and regions
- Monitor partner support quality, KPIs, and performance metrics, and work with vendors to address gaps and drive continuous improvement
- Support complex partner escalations by coordinating across internal teams and vendors to ensure timely and appropriate resolution
- Work closely with internal stakeholders to align on partner needs, risks, and operational priorities
- Ensure vendors are properly enabled with the right training, documentation, and access to support partner workflows effectively
- Maintain clear process documentation and knowledge resources to support consistency and business continuity in partner support operations
Minimum requirements
- 5+ years of experience in partner operations, vendor operations, program or project management within a technology, platform, or online operations environment
- Hands-on experience managing external vendors or BPO partners, including setting expectations, tracking performance, and driving quality improvements
- Proven ability to work across multiple internal teams and stakeholders, acting as a clear point of coordination and alignment
- Strong communication skills, with experience presenting updates, issues, and recommendations to senior or global stakeholders
- Demonstrated ability to work independently, manage ambiguity, and drive initiatives forward with minimal supervision
- Experience supporting operational workflows, quality programs, or service delivery
Preferred requirements
- Background in quality management, operational launches, or process improvement initiatives
- Experience working with offshore or outsourced vendors
- Ability to analyse performance data and KPIs to identify risks, trends, and improvement opportunities
- Familiarity with trust & safety, policy operations, or platform support environments
- Strong organizational skills with the ability to manage multiple workflows and competing priorities effectively
