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Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
The Role: How you'll make an impact at Personio
This position can be office-based (hybrid) in the following cities: Munich or Dublin.
The Vendor Manager within CX Operations is responsible for onboarding, managing and supporting our Outsourcing Partner(s) for Professional Services, Payroll Operations and Customer Support.
As a Vendor Manager you own the end-to-end relationship management with external service providers, including procurement, contract management, performance management, and offboarding. You will be supported by a team that provides training and enablement, performance management, operational support and quality assurance.
Role Responsibilities: What you'll do
* Develop - and execute on - a consistent and transparent Vendor Management Framework for outsourcing partners, as part of the CX Operations function
* Define/iterate upon a framework to track KPIs and other metrics relevant partner engagements
* Develop a collaborative approach with Outsourcing Partners aimed at maximizing value for the company, and minimize and mitigate operational risks
* Support the development and continuous improvement of a scalable approach for JTBDs that will be handled by outsourcing partners
* Manage a team of specialists who are responsible for the execution of the Vendor Management strategy
* Own the strategic relationship with the vendor, acting as the main escalation point for all outsourcing topics
* Lead and drive regular performance reviews, including business metrics, KPIs, and scorecards
* Ensure contract and SOW adherence, including commercial terms, penalties, and service levels
* Organize and lead Quarterly Business Reviews (QBRs) and regular syncs with vendor leadership
* Execute regular audits to ensure quality, efficiency and process compliance
* Carry out regular market assessments to identify and onboard the partners best suited to Personio’s needs, engage in and own contract (re-)negotiations when applicable
* Own the financial relationship: review and approve pre-invoices, accruals, and vendor payments
* Oversee cost plans, ramp plans, and track vendor resource allocation and utilization
* Lead capacity planning in collaboration with internal stakeholders and the vendor
* Manage escalations and collaborate with the respective stakeholders to resolve these escalations
* Align with internal leadership, finance, and product teams on vendor strategy and future needs.
As part of this role you will also:
* Partner closely with Professional Services, Customer Support, and Payroll Operations on all operational tasks to help drive the organisation’s support strategies and direction
* Collaborate with vendor counterparts in regards to operational governance
Role Requirements: What you need to succeed
* University degree or relevant work experience
* Fluent in written and spoken English, and ideally German or one other European language
* 8+ years of professional experience
* 3+ years of previous vendor management experience
* 3+ years of people management experience
* Must be at ease operating in a small, dynamic, fast growing team, able to be self-sufficient with a can-do attitude and ability to hold oneself accountable
* Experience with enterprise SaaS software solutions, as well as analytical tools
* Passion for continuous improvement of processes, efficiency, value, and quality
* Outstanding and effective interpersonal skills; strong communication skills both verbal and written
* Ability to prioritize and manage multiple tasks efficiently
* Critical thinking, analytical and forecasting skills
* Conflict-resolution and problem-solving skills
* Familiarity with the Personio technology stack; expert knowledge not necessary but able to properly communicate scope expectations with customer executives and technical stakeholders alike
* Services delivery experience with development or operations teams is a plus
Why Personio
Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.
Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:
* Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
* Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
* Make an impact on the environment and society with 1 (fully paid) Impact Day
* Receive generous family leave, child support, mental health support, and sabbatical opportunities.
* We follow an office-led, remote friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.
* We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Software Development
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