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Senior Manager, Business Operations (Subcontractor Operations)

  • Location: San Mateo, CA, USA
  • Team: Professional Services
  • Role Type: Full-time -- People Manager Role
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv. 
The Team
The Subcontractor Operations team (SubConOps) at Medallia is responsible for driving subcontractor strategy through process improvements, monitoring business metrics and defining initiatives for change. Broadly, Professional Services is responsible for unlocking the value of the Medallia platform for our customers and our partners by ensuring they receive the system expertise and OCEM guidance required for business impact.
The Role
As a Senior Manager in the SubConOps group, you will partner with other departments, serving as the focal pointto drive and execute Medallia’s strategic priorities around partner subcontractors and vendors across all of Medallia offices.  This role will ultimately challenge you to understand and contribute to Medallia’s strategic direction and our service delivery operating model.
This is the ideal opportunity for someone with a background in technology, operations, consulting and project management who is passionate about building a growing company, and enjoys solving tough problems.

Responsibilities:

  • Help build Medallia’s subcontractor capabilities to support Medallia become the global standard in CEM (Customer Experience Management)
  • Partner with Professional Services, Alliances and Resourcing teams to define and execute subcontractor strategy which is aligned with Medallia business goals
  • Coordinate with various stakeholders (Professional Services, Operations, Legal, Alliances, Sales, Account Management and Finance groups) to facilitate efficient subcontracting process for Medallia and its subcontractors
  • Collaborate with our subcontractors’ recruiting and management teams to help them hire top talent for the vendor’s Medallia practice
  • Ensure our subcontractors are performing at a high level.  This includes assistance in training, staffing, ongoing coaching and overall development of the vendor/subcontractor ecosystem
  • Collaborate with Ecosystem Enablement & Education, Professional Services and other teams on training best practices to ensure successful vendor enablement
  • Play an advisory role to our subcontractors’ leadership teams to ensure strong performance of subcontractor team members based on Medallia expectations
  • Help negotiate rates and scope of work with subcontractors
  • Develop and manage subcontractor on-boarding/off-boarding training content. Partner with other teams to on-board and off-board subcontractors as required
  • Partner with Medallia’s legal team to create and update Master Services Agreements for all subcontractors and Statements of Work for all subcontracted projects Partner with Accounting and FP&A to ensure subcontractor spending, purchase orders and invoices are reviewed, approved and tracked for all reporting purposes
  • Partner with the Customer Operations team to ensure all partners have access to Medallia PS systems tools
  • Lead special projects assigned to team from strategy to execution – work on the most challenging cross-functional problems Medallia has to offer, create a strategy and execute against that strategy

About You:

  • Thrive in a team environment and proactively recognize and jump in when others need help.
  • Are passionate about continuous learning and proactively driving initiatives for improvement.
  • Excel in a high-growth, fast-paced environment, and are able to confidently make decisions with limited information.
  • Are highly motivated to drive change with high levels of ownership.
  • Love digging into complex operational systems and figure out where to optimize and gain efficiency.

Minimum Qualifications:

  • Bachelor’s degree in Computer Science, or other equivalent quantitative/analytical degree (i.e. Engineering, Statistics, or Economics) or equivalent practical experience.
  • 5+ years of experience in enterprise software, management or IT consulting, project management, operations, market research, or similar experience.
  • 2+ years of experience working with globally distributed stakeholders and/or partners/clients.

Preferred Qualifications:

  • MBA or advanced technical degree.
  • Subcontractor management experience.
  • Have a track record of implementing and/or servicing Medallia direct customers extremely well and thoroughly understand Medallia’s implementation and servicing methodologies.
  • Have a successful track record of managing cross-functional stakeholders and partnering w/ clients (Medallia business leaders ARE our clients!) or partners in SaaS or enterprise software.
At Medallia, we don’t just accept difference – we celebrate it and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.