About NortonLifeLock:

NortonLifeLock is a global leader in consumer Cyber Safety. Bringing together decades of experience in cybersecurity and identity theft protection, we are the consumer ally in today's connected world. NortonLifeLock solutions are powered by one of the world's largest civilian cyber intelligence networks allowing us to help protect against advanced online threats. Nearly 80 million members and customers in more than 150 countries trust us with their personal information. We're dedicated to making it easy for them to keep their connected lives safer while helping to secure their devices, online privacy, identity, and home and family needs. Learn more at NortonLifeLock.com.

About the Role:

The Princ Support Partner Mgr will serve as a conduit of communication, service excellence and member support strategy execution across NortonLifeLock outsourced call center partners. This role will act as subject matter expert and partners liaison with ownership of developing and executing the go-to-market outsourced call center service strategy. Driving overall performances and ensure improvements plans are implemented timely and effectively, he/she will work with key internal teams such as Workforce management, Training, Quality and Global Operational Risk Governance teams to oversee the day-to-day management of the contact centers activities and ensure alignment with expected performances.

The Princ Support Partner Mgr will ensure that partners drive value and performance and be the primary escalation point of contact for NortonLifeLock internal teams and outsourced partners management team. He/she will ensure Norton brand and culture is embraced and present at all outsourced delivery locations.

Responsibilities:

• Drive results to exceed key performance indicators and business objectives
• Understands and evaluates reporting/data related to KPI's and service level management (extract, monitor, analyze and validate data)
• Responsible for identifying operational efficiencies, recommending best practices
• Helps maintain call center performance by managing process, and quality improvement programs via Omni channel platforms
• Acts as liaison with WFM and VMO leadership to align staffing to call forecast, billable hours, acting with fiduciary responsibility
• Helps maintains partners contracts and ensure high levels of contractual adherence
• Ensure successful operations across outsourced partners, including the execution and strategic deployment of new products or enhancements
• Leads and reports out (executive summary) monthly and quarterly business reviews
• Solicits feedback from internal stakeholders and leads the close loop feedback with partners
• Effectively manage operating expenses and invoice reconciliation end-to-end, understand and track member experience and cross sell upsell opportunities
• Ability to effectively manage multiple competing priorities, including planning, managing and execution of plans
• Change Agent ability to manage ambiguity and identify opportunities for continuous improvement

• Monitor partner compliance with internal and regulatory requirements and ensure that appropriate controls and processes are in place.

Qualifications:

• Bachelor's degree required, MBA preferred- Will consider experience in place of degree
• Minimum 3 years' experience managing an internal or outsourced call center required
• Experience managing outsourced partners and participating in a partner selection/RFP process preferred
• Knowledge/experience working in a contact center environment strongly preferred
• Knowledge of Contact Center Platforms, including CRM, ACD and call routing preferred
• Strong ability to work independently and be self-motivated, manage time wisely, be resourceful and have contingency plans in mind for complex situations as needs arise
• Ability to work with complex mathematical concepts and statistics in order to document, report, compare, and extrapolate relevant conclusions, data, and metrics related to partner performance and campaign results
• Excellent oral/written communication and presentation skills
• Proficiency in all MS Office applications
• Up to 25% travel
• COPC certification is an advantage

NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.

We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Learn more about pay transparency.

EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the EEO poster and supplement.