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Workforce & Vendor Manager, Product Support

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Patreon

Oct 31

Applications are closed

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • San Francisco

Requirements

  • 5+ years of experience in workforce management and/or vendor management, ideally in tech or startup environments.
  • Expertise in forecasting, scheduling, and capacity planning with a data-driven approach to decision-making.
  • Proven ability to analyze operational data and implement improvements that drive performance and customer satisfaction.
  • Project management experience, effectively balancing priorities across internal teams and external vendors.
  • Familiarity with BPO operations, including supporting vendor performance and ensuring SLA alignment.
  • Experience managing synchronous and asynchronous support channels, such as live chat, email, and other ticketing systems.
  • Strong communication and collaboration skills to build alignment and foster teamwork across stakeholders.
  • Commitment to Patreon's mission of supporting creators, with a focus on building an inclusive, high-performing support environment.

Responsibilities

  • Develop and execute workforce management strategies with Product Support leadership to meet customer needs efficiently and reliably.
  • Create global schedules that align internal and vendor teams with demand forecasts.
  • Refine forecasting models in collaboration with external vendors and internal stakeholders to improve accuracy over time.
  • Track and optimize key metrics such as schedule adherence, utilization, and average handle time to improve operational performance.
  • Support vendor partnerships by collaborating with external partners to align their performance with SLAs and Patreon's standards.
  • Participate in business reviews with vendors, providing feedback and identifying opportunities for continuous improvement.
  • Analyze operational data to provide insights that inform staffing decisions and ensure alignment with business objectives.
  • Collaborate with internal and external teams to proactively resolve roadblocks and enable seamless service delivery.
  • Conduct ongoing needs assessments with Product Support leadership to ensure workforce and vendor strategies adapt to changing business requirements.

FAQs

Do we support remote work?

Yes, we do support remote work but in a hybrid format, requiring in-office attendance 2 days per week.

What are the primary responsibilities of the Workforce & Vendor Manager?

The primary responsibilities include developing workforce management strategies, creating global schedules, refining forecasting models, optimizing key performance metrics, supporting vendor partnerships, analyzing operational data, and collaborating with internal and external teams.

What qualifications are needed for the Workforce & Vendor Manager position?

Candidates should have 5+ years of experience in workforce management and/or vendor management, expertise in forecasting and scheduling, proven analytical skills, project management experience, and strong communication and collaboration abilities.

Is there a focus on inclusive hiring at Patreon?

Yes, Patreon is committed to hiring talented individuals from different backgrounds and encourages candidates to apply even if they do not meet every requirement listed in the job description.

What kind of support channels will the Workforce & Vendor Manager be managing?

The role involves managing both synchronous and asynchronous support channels, such as live chat, email, and other ticketing systems.

What are some of the benefits offered to Patreon employees?

Patreon offers a competitive benefits package that includes salary, equity plans, healthcare, unlimited paid time off, company holidays, lifestyle stipends, learning and development stipends, parental leave, and a 401k plan with matching.

What is Patreon's mission?

Patreon's mission is to support creators by providing them with a platform to earn a living through their work while helping them connect with their biggest fans.

How does Patreon evaluate performance metrics?

The Workforce & Vendor Manager will track and optimize key metrics such as schedule adherence, utilization, and average handle time to improve operational performance and service delivery.

Where is the Workforce & Vendor Manager position based?

The position is based in either San Francisco or New York.

What is the company's approach to diversity and equal opportunity?

Patreon is proud to be an equal opportunity employer and provides employment opportunities without regard to various protected classes, ensuring a diverse and inclusive workplace.

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Patreon

Creativity powered by membership.

Technology
Industry
201-500
Employees
2013
Founded Year

Mission & Purpose

Patreon is the best place for creators to build community with their biggest fans, share exclusive work, and turn their passions into lasting creative businesses. Hundreds of thousands of video creators, podcasters, musicians, writers, game developers, and more are achieving creative and financial freedom doing what they love on Patreon, powered directly by fans who love what they do. Our endgame? A future where creators are in control, and real community thrives.