Head of Global Outsourcing

Twitch is the world’s biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It is where thousands of communities come together for whatever, every day.

We’re about community, inside and out. You’ll find coworkers who are eager to team up, collaborate, and smash (or elegantly solve) problems together. We’re on a quest to empower live communities, so if this sounds good to you, see what we’re up to on LinkedIn and Twitter,  and discover the projects we’re solving on our Blog. Be sure to explore our Interviewing Guide to learn how to ace our interview process.

Customer Trust (CT) ensures that our community knows that we have their back. Our Trust & Safety teams make Twitch a welcoming and safe place for people to build safe and inclusive communities that allow diverse, global creators to flourish. Our Customer Experience teams ensure our customers are heard and supported when issues arise. 

We are looking for a dynamic and experienced candidate to head our Global Outsourcing organization within Customer Trust. The Head of Global Outsourcing will report to the Head of Global Risk & Strategy, and will manage our Vendor Performance and Process Improvement teams. You will be responsible for our vendor partners' success, implementing new programs, and collaborating with Twitch teams to positively affect our community's experience. This is a high-visibility position that works with a diverse group of teams and requires you to be detailed and manage our resources effectively.

You will draw from previous work experience leading global outsourcing organizations and making data-backed decisions in a high-stakes, high-speed environment. You will be motivated by and committed to keeping communities safe, with a sense of autonomy and the ability to quickly identify and fix issues. You can work through ambiguity with ease, communicating feedback and insights effectively.

This position can be located in San Francisco, CA; Los Angeles, CA; Irvine, CA; Seattle, WA; New York, NY or Remote.

• Build and develop relationships with partner teams including, Legal, Product, Engineering, Finance and Amazon Global Outsourcing to create consistency across all vendors and all sites through contract negotiations and execution, operating expense tracking, and achieving our goals
• Identify pain points around operational issues and implement standardized approaches to create the greatest impact 
• Deliver activities including a holistic outsourcing vision, business requirement scoping, location assessments, request for proposal administration, and contract negotiations
• Develop the team in a management style which encourages participation and ownership, along with a continuous bias for action, support and facilitate team and individual growth
• Ensure compliance to Twitch and Amazon security standards and develop business continuity plans and project manage new implementations
• International travel required (roughly 15%)

• B.A. or B.S. degree 
• 8+ years vendor management experience
• Experience leading teams in Customer Experience or Trust & Safety organizations
• Experience collaborating with global teams, multinational vendors, and BPOs
• Demonstrated experience using data to determine and guide improvements
• Experience building program strategy, end-to-end implementation, working across tech and non-tech teams, and communicating results to senior leadership
• Experience influencing and driving change within an organization

• Medical, Dental, Vision & Disability Insurance
• 401(k)
• Maternity & Parental Leave
• Flexible PTO
• Amazon Employee Discount

Job ID: TW8488

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