Customer ExperienceFull TimeDublin, MunichPersonio'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 PersonioThis 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 doDevelop - and execute on - a consistent and transparent Vendor Management Framework for outsourcing partners, as part of the CX Operations functionDefine/iterate upon a framework to track KPIs and other metrics relevant partner engagementsDevelop a collaborative approach with Outsourcing Partners aimed at maximizing value for the company, and minimize and mitigate operational risksSupport the development and continuous improvement of a scalable approach for JTBDs that will be handled by outsourcing partnersManage a team of specialists who are responsible for the execution of the Vendor Management strategyOwn the strategic relationship with the vendor, acting as the main escalation point for all outsourcing topicsLead and drive regular performance reviews, including business metrics, KPIs, and scorecardsEnsure contract and SOW adherence, including commercial terms, penalties, and service levelsOrganize and lead Quarterly Business Reviews (QBRs) and regular syncs with vendor leadershipExecute regular audits to ensure quality, efficiency and process complianceCarry out regular market assessments to identify and onboard the partners best suited to Personio's needs, engage in and own contract (re-)negotiations when applicableOwn the financial relationship: review and approve pre-invoices, accruals, and vendor paymentsOversee cost plans, ramp plans, and track vendor resource allocation and utilizationLead capacity planning in collaboration with internal stakeholders and the vendorManage escalations and collaborate with the respective stakeholders to resolve these escalationsAlign 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 directionCollaborate with vendor counterparts in regards to operational governanceRole Requirements: What you need to succeedUniversity degree or relevant work experienceFluent in written and spoken English, and ideally German or one other European language8+ years of professional experience3+ years of previous vendor management experience3+ years of people management experienceMust 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 accountableExperience with enterprise SaaS software solutions, as well as analytical toolsPassion for continuous improvement of processes, efficiency, value, and qualityOutstanding and effective interpersonal skills; strong communication skills both verbal and writtenAbility to prioritize and manage multiple tasks efficientlyCritical thinking, analytical and forecasting skillsConflict-resolution and problem-solving skillsFamiliarity with the Personio technology stack; expert knowledge not necessary but able to properly communicate scope expectations with customer executives and technical stakeholders alikeServices delivery experience with development or operations teams is a plusWhy PersonioPersonio 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 equityEnjoy 28 days of paid vacation, plus an additional day after 2 and 4 yearsMake an impact on the environment and society with 1 (fully paid) Impact DayReceive 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.