Senior Program Manager, Global Vendor Operations

The global User Operations (UO) team provides high volume customer support as part of our Global Customer Experience organization. We work across 6 global offices covering all global time zones to offer world class 24-7 customer support. A key strategic component of our team’s overall success is ensuring we’ve got a robust and well organized global vendor network to handle Tier 1 and Tier 2 support. We’re looking for an experienced Vendor Manager to own our global vendor strategy and deliver operational excellence best practices in line with a core team ethos and budget considerations. We want to create the best vendor team in the world and ensure the infrastructure is in place to hold our team to the highest possible standards.

What You’ll Achieve

• Provide oversight to ensure vendor resources are in place and in partnership with key leadership members have region-specific plans developed
• Lead global vendor strategy for User Operations- we’re building the foundation for an expansive vendor implementation and we need someone to define how Asana scales to meet our customer’s needs
• Establish reporting cadence and run QBRs. You can help build out the data requirements for performance and operational efficiency tracking
• Own the budget and partner with our finance stakeholders to ensure accurate forecasting to help balance costs within our Supply and Demand framework
• Represent UO in company level decisioning about the future of Asana’s vendor strategy
• Identify and solve complex problems that have a broad impact on the function; create methods to address current and future customer needs
• Create a winning culture centered around customer experience and performance metrics
• Lead day to day operations on hiring, performance expectations/management, training/enablement, quality assurance and operational excellence

About You

• Ability to navigate complex ambiguity and bring clarity to different stakeholders- you strategically call out risks and propose solutions before they become challenges
• You exude customer obsession which you translate into projects, culture and training
• Proven track record of building and facilitating strong relationships at all levels of the organization, both internally and externally; you can effectively communicate technology needs across multiple disciplines within the company
• You are highly empathic and people centered. You do what’s right for our customers and recognize the impact of operational changes on our team
• 5-8 years professional experience (ideally in SaaS or consumer tech) with 3-4 years experience in vendor management or partnerships
• Strong quantitative and qualitative analysis, problem solving and troubleshooting capabilities
• Provides direction to their functional leads and regional process owners and can help provide recommendations and best practices for operational optimization and cross utilization
• Strong project management skills, with a demonstrated ability to track and analyze data to show results

What We’ll Offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $147,000-$187,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

About Us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture . With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.