Partner Performance Specialist, CS Operations

As our new Partner Performance Specialist, you’ll act as a central point of contact for performance-related matters for our partners that provide customer support services to the Vinted community. Your goal is to ensure that our outsourced partners (vendors) achieve the set targets at both agent and team levels, directly impacting our Service Level Agreements (SLAs). You’ll report to a Vendor Management Lead and work closely with other Partner Performance Specialists, partners’ team management, as well as other stakeholders from the CS Operations team within the Community Support department.

• Be in charge of performance-related matters for the assigned Partner teams and deliver on key metrics
• Drive Partners to achieve continuous improvement on key performance metrics (both at agent and team level) by analysing results, identifying areas for improvement, sharing and gathering feedback and defining clear expectations for required performance levels. Ensure that effective action plans are in place and key deliverables are met
• Coordinate, attend, and lead regular performance review meetings and follow-ups (weekly, monthly, quarterly, yearly) with partner teams, covering achieved results vs. targets, improvement plans, effective collaboration, etc.
• Travel to Partner sites regularly and act as a Vinted ambassador by driving a culture of self-sufficiency and ongoing learning, and by strengthening partner relationships through motivation and inspiration
• Be in continuous sync with other CS stakeholders to ensure alignment on performance-related matters
• Oversee the invoicing process to ensure discrepancies are resolved swiftly and efficiently. Drive cost-effective solutions and promote financial awareness across the function
• Drive and contribute to projects related to performance and/or process improvements within and across teams

• You have experience in third party/BPO management, ideally within customer service or operations.
• You’re highly data-driven, confident working with performance metrics, and comfortable turning insights into concrete action plans.
• You have strong communication and stakeholder-management skills, and can influence without direct authority.
• You have strong organisational skills and can manage multiple projects, partners, and deadlines in parallel.
• You’re willing to travel regularly to partner sites and enjoy building relationships in person.
• You’re experienced in leading performance review meetings and are comfortable challenging partners while maintaining a constructive relationship.
• You’re fluent in English (both written and spoken)
• You collaborate effectively with cross-functional teams

• The opportunity to benefit from our share options programme
• 25 working days of holiday
• Access to all the tools & tech needed for work
• Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
• Private health insurance
• Confidential Employee Assistance Program (EAP) for you and your family
• Frequent team-building events
• A personal monthly budget for shopping on Vinted
• The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
• A dog-friendly office
• In Vilnius office: gym & in-house meals at friendly prices
• In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast