Workrise is the network that powers the energy industry. By making it easier, faster, and safer to do business in energy, we are accelerating the pace of growth and innovation, and empowering the industry to do more - both for society and for the planet - than ever before.
Workrise is hiring an Operations Manager, Vendor Success, who will lead a team of operators and drive strategic initiatives that enhance vendor outcomes within our network. As a critical owner of our vendor experience, you will ensure that our service model is set up to ensure a smooth vendor onboarding experience and the ability for vendors to capture ongoing value in working with us. This team and manager role are new to our company, and we need a true visionary leader and builder to lead the way. Our perfect candidate will possess a blend of empathetic leadership, a track record of achieving results, and a wealth of experience in program management and analytics.
If you thrive in a fast-paced environment, are comfortable driving results amidst ambiguity, love leading people, and are passionate about delivering great experiences, we want to hear from you!
Why Join Us?
Our Customer Success team at Workrise is on a mission to ensure our energy clients capture maximum value in using our innovative solutions. We are passionate about creating incredible experiences for our clients and vendors in our network. If you thrive in a dynamic environment, excel in delivering exceptional client experiences, and are passionate about solving problems and improving new processes, we want to hear from you!
What you’ll be doing:
- Manage a team of associates focused on vendor onboarding, vendor support, vendor outreach, and ensuring the success of our overall vendor network
- Hire and develop talent for the team in accordance with our strategy, company values, and budget; create business cases for needed hires and represent those with leadership
- Create clear goals and structured objectives for team members and support them in achieving results
- Partner cross-functionally with Customer Success, other Ops teams, Sales, Product, Marketing, and others to ensure objectives of the team are aligned with overall company and cross-functional objectives; communicate progress regularly and gather needed input
- Build and maintain a perspective on end-to-end vendor journey and pain points. Use data analytics skills to build a real-time, quantitative view of the vendor network, vendor results, vendor revenue, and areas of opportunity.
- Create processes and SOPs to remediate areas of friction for vendors.
- For example, getting vendors unstuck in the onboarding process, keeping vendors compliant on an ongoing basis, and ensuring vendors take required actions in our product. Build dashboards to monitor and identify struggling vendors, operational processes to support and address, and internal escalation processes to utilize where needed
- Eventually, develop programs for vendors that enhance their ability to succeed in the Workrise vendor network (e.g., training programs, proactive support, and relationship building)
- Monitor vendor usage of our solution and proactively identify areas for improvement to maximize the value they can get from working with us
- Synthesize and champion vendor feedback internally. Partner with the product team to ensure feedback is reviewed and prioritized
- As an early member of our B2B Customer Success organization, partner with the leadership team to define vendor value, desired vendor outcomes, and the best-in-class approach to servicing our vendors to ensure that our solutions meet and far exceed their expectations of value
Experience and Education Requirements:
- 2+ years of direct people management experience. Specific experience in hiring, writing job descriptions, designing orgs to maximize results, performance management, and leading and motivating teams
- 5+ years of professional experience overall, with proven success in end-to-end project management, cross-functional partnership, and standing up measurement systems
- Proven ability to partner effectively with cross-functional stakeholders, especially Sales, and Product, to drive results internally and externally.
- Experience using advanced data analytics techniques to manipulate large datasets, extracting meaningful insights to drive strategic decision-making and optimize operational efficiency
- Experience quickly learning new systems and tools and navigating them to understand root causes of issues or ways to make improvements
- Excellent written/verbal communication and relationship-building skills
- Strong analytical and problem-solving skills, coupled with the ability to oversee a team addressing evolving client, vendor, and internal needs and unexpected challenges
- Exceptional organizational skills, including the ability to prioritize tasks, manage multiple projects simultaneously, and maintain attention to detail in a fast-paced environment
- Experience designing processes that drive great customer experiences in a B2B environment
- Customer-centric mindset and a passion for delivering exceptional service
- Undergraduate degree in Business, Operations, Engineering, or a related field, or commensurate professional experience
Additional experience preferred, but not required:
- Experience working in the Oil & Gas industry or related energy fields
- Background in change management and leading people through change
- Experience in a company where there are multiple customers to consider together (e.g. Clients and Vendors)
Essential Job Functions:
- Regular, on-time attendance
- Ability to travel 25% of the time
- Ability to communicate effectively
- Ability to use office equipment such as a computer, copier and telephone
- Ability to use office computer programs such as e-mail, Google Docs,
- Microsoft Word, PowerPoint and Excel
- Occasionally remain in a stationary position, often standing or sitting for prolonged periods
- Constantly remaining in a stationary position, often standing or sitting for prolonged periods
- Ability to manipulate office equipment such as a computer, copier and telephone
More than a job:
Workrise is uniquely positioned to make an impact on the energy transition, which is arguably the biggest challenge of our generation. Our clients are leading the charge. Through innovation and advancement in technology, we are creating solutions to help the industry do more today and meet the demands of this global challenge tomorrow. This is what we think about every day when we come to work.We recognize that making an impact matters to you and we believe in providing an environment that fosters your growth.
We use data to drive our decisions and improve the experience of the workers and clients we serve. With mutual respect for each other, we continually collaborate to find the best solution.
We support you with:
Talented peers who can help bring out your best & the opportunity to significantly impact the lives of skilled laborers.For eligible roles:
- Flexible paid time off for full-time employees
- Medical, dental, and vision insurance
- Telehealth
- 401(k) with company matching contribution
- Flexible remote work support where applicable
- WFH Contribution
- Wellness allowance
- Calm App
- Learning opportunities
- Financial planning support
- Parental leave
- Employee Assistance Program
- Pet Insurance
- Opportunity to earn bonus, commission, and/or equity
- Onsite Gym
Workrise is committed to providing an environment where all people feel belonging, mutual respect, and the freedom to be their authentic selves. We welcome applicants of all gender identity and expression, sexual orientation, neurodiversity, educational background, religion, ethnicity, disability, age, veteran status, and citizenship. We’d love to learn what you can add to our team.
Who we are:
What began as a workforce management platform for Oil & Gas has since grown to serve the biggest companies in energy across both workforce and vendor management, absorbing much of the supply chain complexity these energy companies face and making it easier, faster, and safer to get work done. To date, Workrise has raised over $750M in funding from Founders Fund, Andreessen Horowitz, Bedrock Capital, Brookfield, and Baillie Gifford, along with others, and will continue to use these investments for strategic growth. We’d love to share more through the interview process and look forward to learning more about your journey.
