The Estee Lauder Companies Executive Director, GBS Service Management Operations & VMO in New York, New York

Executive Director, GBS Service Management Operations & VMO

Brand: Estée Lauder Companies Corporate Departments


This role is responsible for developing the strategy, deployment, maintenance and consolidation of the OneSource (GBS) measurement and insights & analytics program.

This position will be responsible for all scorecards and visualization of information related to the performance of our OneSource Operation (Global Business Services). In addition, this role will be responsible for defining and deploying a vendor management program. This position will be responsible for facilitating all operational performance meetings both internal to ELC and between OneSource and its vendors for HR, Legal and Finance that are in scope for OneSource.

Operational Reporting and Analytics


  • Develop OneSource Operational Performance metrics program and supporting systems, processes and reporting

  • Develop standard scorecard reporting complete with business analytics insights

  • Visualization of data-sets to create compelling business insights

  • Perform end to end process and customer journey analytics in support of customer inspired business insights

  • Establish, maintain and facilitate monthly, quarterly and/or annual OneSource performance forums

Vendor Management


  • Develop metrics and standards for vendor performance and conduct monthly, quarterly and/or annual performance reviews to monitor performance with service level criteria and intervene when performance falls below an acceptable threshold.

  • Assist in the effective and timely escalation of BU/GBS concerns with vendor partner.

  • Develop and implement processes and tools for tracking and reporting contract management activities.

  • Update senior leadership team on status of projects/issues, communicate and recommend decisions to achieve project objectives.

  • Provide oversight on financial tracking, reconcile planned spend against contract and invoice administration activities

  • Build credible and effective relationships across the portfolio of vendors and maintain relationships with key business stakeholders.

  • Interface with various business functions in the organization, including Legal, Sourcing, Compliance, Internal Audit and other stakeholders as appropriate.

  • Develop strategies for motivating vendors to provide exceptional service.

Continuous Improvement


  • Identify improvements related to performance metrics.

  • Acts as a change leader and drive transformation in collaboration with internal BU’s and Vendor

  • Develop and implement quality improvement and process changes to achieve greater efficiencies and workflows between internal business units and GBS organization.

  • Proactively identify potential enhancements to current systems.

  • Benchmark and monitor processes as it pertains to services in-scope


  • Brings experience deploying and running a proven Vendor Management program

  • Experience working with on-site or off-site third party vendors and suppliers to administer various types of BPO contracts

  • Brings personalized experiences to enhance delivery

  • Ability to formulate and deliver presentations to Sr. Executives

  • Supports an accountability and “own it” culture

  • Has operated as an innovation / change agent in the past

  • Creates creative solutions to difficult problems.

  • Data and SLA commitment driven

  • Process and continuous improvement mindset

  • Proficient with Office tools and strong business solutions / ERP skills

  • Strong communication, interpersonal, analytical and problem solving skills

  • Knowledge of business processes and internal controls.

Job: Strategy / Business Development

Primary Location: Americas-US-NY-New York

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Job Number: 1714699