Head of Vendor Operations, Customer Care

We’re Willow, a team of inventors, mothers, fathers, aunties and uncles on a mission to help women live their best lives. Selected as one of TIME’s 25 Best Inventions, the Willow Wearable Breast Pump is the first all-in-one pump that fits in a bra. This is the first solution in our platform of products that re-imagines how to make women’s lives easier, healthier and fuller.

We’re always on the lookout for talented, passionate team players to help us deliver our mission. If this sounds like you, we’d love to hear from you!

Willow is looking for a Head of Vendor Operations to own our scaling Customer Care team as we grow in 2020 and beyond. Our Customer Care model uniquely leverages agents who are moms themselves to coach and support Willow Moms via phone, text, chat & email. As the Customer Care Head of Vendor Operations you will use your impressive partnership & ownership skills to support the program managers, supervisors and agents at our outsourced contact centers. You are a cross functional team player, able to set metrics, standardize and operationalize processes and handle whatever comes your way. You are proactive and a systems thinker, able to build teams and processes that will set up Willow to successfully scale & grow.

Responsibilities 

• Ownership for multiple outsourced contact center relationships- setting metrics, holding teams accountable and building scalable processes
• Oversight & coordination of recruiting, training and up-training of agents to ensure the team is meeting forecasted requirements and performing at the top of their abilities
• Responsible for partnering with operations, product and finance to provide feedback and build scalable processes for order management, escalations and more
• Work closely with marketing, R&D, quality and other pieces of the Willow org to pilot and explore new ideas & products to help us continue to make women’s lives easier, healthier and fuller.

Qualification and Experience

• 6+ years outsourced vendor management experience
• Impeccable communication, ownership & organization skills
• Ability to perform beyond expectations in a fast paced and changing environment
• History of motivating both individuals and teams to achieve results
• Ability to create strong relationships at multiple levels, internally and externally
• Med device & lactation/pumping passion highly preferred
• Ability to travel up to 1-2 trips per quarter (once advised)

Note: Willow is located in Mountain View, CA but this role is open to remote across the US. Proximity to Willow HQ or one of our outsourced partners is preferred but not required.