Job Information
Sleep Number Vendor Relationship Manager in Minneapolis, Minnesota
Company Overview
Sleep Number team members are part of a passionate, purpose-driven culture that supports improving the health and wellbeing of society through higher quality sleep. We are not just focused on our customers, however; being employed by Sleep Number means your personal wellbeing is important, too. As we continue to grow, we are looking for team members who will bring their unique personalities, backgrounds, and skills to work. Whether you are entering, returning, or experienced in the workforce, we have a place for you.
In our 35+ years in the industry we have improved over 14 million lives, and we are just getting started. With 5,000+ team members nationwide supporting work disciplines from technology to manufacturing, retail stores to field services technicians, corporate teams to customer service, we are a sleep innovation leader because of our team members. Now is a great time to join us as we invest further in our people and sleep innovation. #TeamSleepNumber
Position Purpose:
Our consumer innovation strategy and our revolutionary sleep products have transformed what consumers expect from their sleep experience. Sleep Number’s Customer Relationship Center is strategically critical to delivering an effective and efficient experience that wow our customers and drive life-long relationships with our brand.
The Customer Relationship Center Account Manager is the leader for our 3rd party vendors within our Customer Relationship Center. This customer-centric leader will play a critical role in driving accountability, productivity, and quality among our 3rd party vendors to ensure a seamless and branded customer experience. As part of our leadership team, you will be responsible for the performance of 3rd party vendors supporting Sleep Number customers. This person has a talent for building relationships with third-party contractors and a desire to exceed customers’ expectations while optimizing the overall cost-per-contact model.
Primary Responsibilities:
Build and manage the relationships with new and existing 3rd party vendors in our Customer Relationship Center
Act as a strategic partner in the design of a scorecard to ensure our customer satisfaction & efficiency targets, as well as holding our 3rd party partners accountable to all KPI targets
Accountable for the operational and financial performance of the Service Provider channel
Implement and manage strategic initiatives for Customer Service while delivering on our brand commitment of exceptional product experience and customer satisfaction
Directly partner with CRC leadership and functional experts to make strategic decisions, evaluate long-term opportunities to support business growth and strategy, financial performance and effective resource utilization
Support and drive a culture of accountability, teamwork, collaboration and continuous improvement.
Identify and share trends with key partners to understand root causes, benefits, costs and risks.
Build and foster cross-functional relationships to achieve business objectives timely and effectively
Additional job duties and responsibilities as related to business needs
Position Requirements:
Bachelor’s Degree in a relevant field or equivalent experience required
Experience managing third party vendors preferred, experience in customer service required
Proven managerial, leadership and problem-solving skills, preferably within a retail or technology organization
5 years proven leadership experience required, or internal equivalent
8 years customer service experience required, preferably in a 3rd party call center environment
Knowledge, Skills & Abilities:
Proven ability to drive accountability, productivity, and quality with partners
Strong leadership, coaching, team building; proven ability to develop leaders and manage teams remotely
Demonstrated capability of strategic mindset and ability to drive vision and purpose of a large organization
Strong written and oral communication skills, diplomacy skills with diverse groups of people and leaders
Proven ability to analyze data, derive accurate conclusions form data, build strategic and tactical plans to resolve core problems
Ability to effectively utilize financial statements and analytics to drive action
Ability to prioritize, be flexible and handle multiple projects in an organized, timely manner and achieve results in fact-paced, ever-changing environment
Business acumen – effectively utilize financial statements (i.e. P&L budget, reports)
Demonstrated courage and integrity; ability to build trust, rapport and partnership with both internal and external constituents
Demonstration of company values; uphold and enforce company policies
Support and communicate company initiatives
Resiliency to embrace challenges and strive to find creative solutions
Analytical ability and demonstrated problem solving skills
Advanced computer skills with proficiency in Microsoft Office applications
Working Conditions (if applicable):
Corporate Environment
Ability to travel 30% to Service Provider and Company locations
Sleep Number offers a hybrid work arrangement including a balance of remote work and in office collaboration opportunities at our HQ office in Minneapolis, Minnesota.
Wellbeing
Our company's purpose is to improve the health and wellbeing of society.
Wellbeing is more than a catchphrase - it's a movement that permeates our company and through our team members. We are dedicated to enhancing and supporting the wellbeing of our team members and their families through benefits, programs, and resources across our five wellbeing pillars of emotional, financial, career, community, and physical health, with sleep at the center.
By joining our team, in addition to offering competitive pay programs, we are proud to offer eligible team members an extensive benefits package including, but not limited to medical and pharmacy benefits, dental, life and disability insurance, a matched 401(k) Plan, paid time off, and much more.
Examples of how we invest in your wellbeing:
Sleep - Our 360® smart bed for team members, and discounts on our innovations and sleep solutions for yourself and friends and family throughout the year.
Physical - Wide range of wellbeing resources and services through our medical plans to improve your physical health.
Emotional - Access to mental health resources, caregiving support, paid time off and parental leave to support your emotional wellbeing. Work for your day flexibility, available for select corporate roles.
Financial - Competitive base and variable pay programs, ability to save for the future through a matched 401(k) plan and financial support to recover from an illness or injury.
Community - Paid time off for volunteering and connections to our communities t hrough our Diversity, Equity & Inclusion initiatives, and support for charitable causes.
Career - Opportunities for career development and continuous learning, including a tuition reimbursement program.
Safety
Safety is a top priority for Sleep Number supporting customers and team members wellbeing. COVID-19 Precaution(s) are in place consistent with CDC guidelines, U.S. Department of Labor’s Occupational Health & Safety Administration (OSHA), and state/local laws.
EEO Statement
Sleep Number is an equal opportunity employer. We are committed to recruiting, hiring and promoting qualified people and prohibit discrimination based on race, color, marital status, religion, sex (including gender, gender identity, gender expression, transgender status, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth), sexual orientation, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state, or local law.
Americans with Disabilities Act (ADA)
It is Sleep Number’s policy to provide reasonable accommodations to qualified individuals with disabilities during the application process, consistent with applicable law. We may require supporting medical or religious documentation where applicable and permissible by law. If you are a qualified individual, you may request a reasonable accommodation at any time during the selection process, including if you are unable or otherwise limited in your ability to access open roles here.
We’re passionate about improving lives. Be part of a health, wellness and technology revolution with quality sleep at its core. Join #TeamSleepNumber
With more than 5000+ team members across the nation
Sleep Number® stores in all 50 states with 600+ stores
Headquartered in Minneapolis, Minnesota
Manufacturing and Distribution facilities in South Carolina, Maryland, Utah, Florida, Ohio, Texas and California
Customer Relationship Centers in Louisiana, Minnesota and remote team members throughout the nation
Innovator in smart bed technology with Silicon Valley-based Sleep Number Labs
Exclusive owner of the end-to-end experience: manufacturer, marketer, retailer and servicer of the Sleep Number® bed