Customer Experience
Full Time
Dublin, Munich
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:
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.