Supervisor, Corporate Sales Partner Relations
YETI Coolers, LLC

Pay range:

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

As Supervisor, Corporate Sales Partner Relations, you are a multifaceted leader and directly responsible for managing our external sales team & data entry partners for Corporate Sales. You will be accountable for executing the channel strategy, delivering results, and overseeing overall channel success of our external partnerships. You will enforce the standard in which external partners represent YETI by way of customer experience, SLA management and quality review. You will work with internal stakeholders to ensure the program's success. You will work with workforce management to address and manage staff levels. You will actively look for ways to improve the partnership you manage.

This position works in multiple platforms to identify trends and offer insights to improve our processes. You will take an active part in regular audits of performance of internal and external teams to ensure quality, consistency, and alignment to our SOPs. You have experience resolving complex or unusual requests or problems that require a customized solution. You will help to create and maintain departmental SOPs, talk tracks, and changes to process/procedure as well as communicate those updates to impacted teams. This is a highly cross-functional role where you will engage with teams such as Technology, Product, Marketing, and Sales to improve process.

This position requires cross-functional collaboration, and the candidate must be comfortable hosting and speaking in collaborative meetings when necessary (5-15 people).

Partner Management:

• Responsible for relationship management of external Corporate Sales partners
• Serve as the conduit between YETI stakeholders and external partners.
• Set and communicates clear expectations for work outcomes and manages partner performance.
• Track relevant KPIs and manage team performance.
• Monitor queues for each channel to ensure customer contacts are resolved in a timely manner.
• Drive performance toward key operational critical metrics and monitor progress over time to improve partner success.
• Assist with escalated calls and complete escalated workbook to assist with trends and coaching feedback to partner.
• Accountable for external partners project resource planning, schedule management, and target results

Training:

• Provide training standards, operating procedures, and talk tracks to all impacted teams
• Continually improve the content and scope of the available resources for Corporate Sales team needs
• Ensure quality, consistency, and alignment with standards.
• Identifies roadblocks to task completion and works to optimize them.
• Ideate and create seamless customer journeys by prioritizing self-service and first contact resolution.

Process:

• Use analytics to represent the voice of the customer to drive improvements across the site experience, order journey, and product lifecycle.

• Uses existing procedures to resolve standard problems but is willing to choose alternatives when appropriate.

Qualifications:

• Undergraduate degree or equivalent combination of education and work experience.
• At least 2-year Lead / Supervisory experience required. Relevant experience within partner/customer success relations a plus.
• Training & Process documentation experience
• Demonstrated experience using data to recommend process improvements.
• Office Suite
• Excel heavy
• Salesforce or CRM experience, SAP, or Tableau reporting experience a plus

Attributes:

• Proven experience in high-volume, fast-paced environment
• Strong interpersonal skills and ability to develop and manage relationships with cross-functional teams.
• Self-starter with a natural ownership mentality, Self-directed, highly motivated, and proactive
• Able to execute complex assignments on limited direction.
• Experience with public speaking and training others
• Agile mindset and ability to prioritize what is most impactful to the business and our customers. Able to quickly adapt to shifting priorities, demands, and timelines.
• Excellent written and verbal communication skills with a consistent track record of making sophisticated topics easy and engaging.
• Customer-centric and demonstrated ability to leverage insights to make changes to our order lifecycle.
• High degree of organization and efficiency and ability to focus on details while delivering against tight deadlines.
• Hunger for continuous improvement personally and professionally

#LI-CB1 #LI-Remote

YETI is proud to be an Equal Opportunity Employer.

Our commitment to creating a diverse, equitable, and inclusive culture is at the center of everything we do for our YETIzens. We embrace all applicants looking to bring their authentic selves to YETI and contribute to our mission of keeping the wild WILD. Find out more about our commitment to DE&I at yeti.com/dei.html

All applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.

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