As Zwift Community Support continues to grow, we are looking for
a passionate team member for our BPO Vendor Management
organization, who can successfully and effectively manage the
day-to-day operation and relationship with vendors at a global
You understand call center metrics (Key Performance Indicators)
and have extensive work experience with CSAT/NPS as the primary
performance metric driving results and improving frontline advocate
performance, across voice and non-voice channels.
Zwift is the fitness company born from gaming, and we’re on a
mission to make More People. More Active. More Often. The Zwift
platform delivers an at-home training game that connects cyclists
and runners in over 195 countries and counting! Launched from the
sunny shores of Long Beach, California in 2014, we’ve grown to over
300 Watopians (that’s what we call our employees) and we have
people in New York, Tokyo, Rio de Janeiro, and London.
Some reasons we think you will love it here:
We are an encouraging, innovative, and passionate team. We like
bikes. We like running. We also like local ice cream shops, game
nights, and our "Pets of Zwift" Slack channel. You'll be surrounded
by awe-inspiring people, even in your remote work setting. Although
there are amazing athletes that work here; our team consists of
people from all walks of life. Whether you’re a current Zwifter, at
the beginning of your fitness journey, or neither one of these,
there is a place for you here. Different perspectives are
important, they allow us to continually grow and evolve - One Zwift
Did we mention that we encourage you to workout while you work
from home? Zwift, run, yoga….we’re in!
How we’re handling Covid-19:
We are beyond grateful to continue to grow as a company during
this unusual time. Our #1 priority is to ensure the health, safety,
and sanity of our current and future Watopians. We want to share
with you what we’re doing and what you can expect.
Since March, all of our Watopians have been working remotely and
will continue to do so until we know it is safe to collaborate in
person again. As you go through the virtual interview process,
don't be alarmed if children or pets make a guest appearance. We
won't think twice if we get to meet members of your family. If we
are fortunate to welcome you to the team, we will get you all the
necessary equipment, hardware, and furniture needed to get you
ergonomically set up and productive at home.
Work From Home (WFH) life can be challenging in many ways. We
have and will continue to take steps that ease some of the burden
for our Watopians including:
Monthly stipends to help offset additional expenses incurred
Access to mental health & wellness resources including
Headspace, Unmind, and Spring Health.
We care about you as our candidate too, so let your Talent
Engagement Partner know if there’s anything we can do to make your
interview process go more smoothly. We are in this together and
always looking for ways to enhance our new interview
What you’ll do:
Responsible for overseeing the day-to-day performance of
outsourced operations for Community Support, ensuring overall
quality levels are being delivered.
Build and maintain strong relationships with internal and
external stakeholders to properly manage expectations on
performance, business requirements and overall service delivery,
holding vendors accountable for overall performance execution.
Establish and solidify business plans and roadmaps as it
pertains to recruiting, hiring, training and product knowledge
management (vendor management governance)
Act as a central point of communication to disseminate all
information necessary for vendor to meet servicing needs in all
languages and in all centers.
Oversee team of employees who will serve as subject matter
experts on complex product and service requests, which are unable
to be handled by vendor
Hold vendor accountable for reaching and maintaining required
headcount to meet all SLAs
Serve as the primary point of contact for issues related to
overall vendor performance and quality to effectively resolve
escalations and provide solutions to vendors.
Understand reporting needs and request appropriate data analysis
on metrics performance for internal stakeholders and Community
Responsible for analyzing data with vendors to drive changes if
needed, improving operational processes, identifying opportunities
to increase efficiencies to reduce costs.
Identify opportunities for processes and best-practices
adoption, develop and adjust SOPs to align with Zwift’s
globalization plans and strategy.
Orchestrate efforts from internal and outsourced teams to
conduct and engage in meaningful conversations during weekly,
monthly and quarterly business reviews.
Set vendors up for success by advocating for them when needed
and ensuring their feedback is heard and prioritized to drive
procedure and tooling improvements.
Visit vendor sites as needed for relationship building,
performance reviews and to assess overall program health; from
employee experience to processes and best-practices.
What we’re looking for:
5+ years of work experience managing BPO operations as client
In-depth expertise in contact center forecasting, scheduling and
Excellent communication and influencing skills; proven
experience of influencing other teams/groups where their support is
critical to success.
An amazing team player, understanding cultural barriers and
bridging business gaps.
Solid Project Management experience and ability to oversee
multiple projects at once.
Strong analytics and reporting background, with the ability to
build scorecards/dashboards independently.
An ability to identify upstream blockers, prioritize solutions
and communicate effectively.
Ability to travel both domestically and internationally (20% of
Previous experience launching and implementing new outsourced
operations, ideally in a global - offshore location.
Experience in negotiating complex contracts, preferably with
global BPOs and proven track record in outsourcing benchmarking and
How to stand out among the rest:
Your resume is enough to show off your skills, accomplishments,
and experience. However, if you choose to include a cover letter
introducing us to your awesome personality, we will read that
Of course, we are nothing without our values. Our values ground
us. They ensure we run and build a company where people love to
work, feel like they are welcomed, included, and belong. Only then
can they thrive and do their best work. The values we strive to
live every day are:
Make It Fun
Cultivate Our Community
Always Level Up
One Zwift for All
We strongly believe that different backgrounds and ideas are a
competitive advantage; we hire candidates of any race, color,
ancestry, religion, sex, national origin, sexual orientation,
gender identity, age, marital or family status, disability, Veteran
status, and any other status. Zwift is proud to be an Equal
Opportunity Employer. If you have a disability or special need that
requires accommodation, please let us know by emailing
Zwift, Inc. is an Equal Opportunity Employer.
How many years of experiene do you have manaing BPO operations?
Please rate your expertise in contact center forcasting,
scheduling, and capacity planning. *
Are you willing and able to travel domestically and
internationally 20% of the time? *
Do you now, or will you in the future, require sponsorship (H1B,
OPT, etc.) to work in the United States? *