Localization Vendor Experience Manager

MAIN PURPOSE OF JOB
The mission of the Localization Vendor Experience Manager is to establish Welocalize as the preferred partner for our global supplier base by delivering high-efficiency support and seamless onboarding. Managing a high-volume ecosystem of over 15,000 daily interactions, this role leverages data-driven insights and robust ticketing systems to optimize the end-to-end vendor journey and ensure profile integrity across all platforms. The ideal candidate must have experience in managing and optimizing a ticketing system which is essential to ensure our standard of speed quality, and data-driven service delivery.

MAIN DUTIES:
• Drive world-class supplier support by optimizing the ticketing and knowledge management ecosystem (Zendesk, Junction, Workday, Hyperwallet), where previous experience is essential.
• Represent the Welocalize brand within the support and onboarding functions to ensure we remain a preferred partner for our global network.
• Execute functional projects and strategies to identify and resolve operational bottlenecks.
• Align onboarding activities with business objectives using data-driven insights and market knowledge.
• Improve training programs to maximize support quality and accelerate vendor time-to-productivity.
• Architect Excel and Power BI reports to track KPIs and provide actionable insights to leadership.
• Implement AI-driven initiatives and process automation to improve the scalability of the support function.
• Resolve complex functional escalations and team challenges with a solution-oriented approach.
• Deliver a consistently excellent experience for a global community of 200,000+ workers in alignment with company vision.
• Govern the end-to-end worker journey and all associated business processes to ensure operational compliance.
• Provide high-level customer service to the global supplier base via the ticketing and knowledge management system.
• Collaborate cross-functionally to resolve complex issues affecting external partners.
• Streamline the onboarding journey to ensure new members join the network efficiently.
• Identify key touchpoints for manual intervention to provide "white glove" support when necessary.
• Optimize tools and platforms using a customer success mindset to improve process efficiency.
• Report on support team effectiveness by measuring quality, volume, speed, and overall performance.

REQUIREMENTS:
• Education
• Bachelor's degree (B. A.) from a college or university in related field, or equivalent combination of education and experience.
• Experience
• 5 years of experience in service delivery, operations, or production.
• 3 years of experience within the language services industry or global localization markets.
• Proven track record in a fast-paced, client-centric environment with the ability to adapt to shifting business needs.
• Strong organizational skills with the ability to maintain clarity and manage information in high-volume settings.
• Experience working with a helpdesk ticketing system, such as Zendesk
• Excellent communication skills and a meticulous attention to detail while meeting strict deadlines.
• Objective, solution-oriented approach to complex challenges and a demonstrated ability to mitigate operational risks.
• Collaborative mindset with a focus on contributing to and driving team success.
• Advanced knowledge in project management, account management, or recruitment workflows.
• Quick learner with the ability to master new tools and prioritize projects based on urgency and business impact.
• Fluency in written and verbal English
• Strong computer literacy, MS Office, e-mail, internet, tech savvy
• Positive and energetic, thrives in all kinds of social situations, regardless of culture