CX Vendor Manager – reputed company
Job Description:
- Own the end-to-end strategy and performance of reputed company’s reputed company-party contact center vendors, ensuring alignment with reputed company’s CX goals
- reputed company and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management
- Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service reputed company
- Monitor and manage vendor performance, holding partners accountable to reputed company’s service delivery and quality expectations
- Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results
- Collaborate and align with Training & Quality to reputed company initial and ongoing training and enablement requirements for reputed company vendor partners.
- Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns reputed company needed
- reputed company and coordinate vendor performance audits (regulatory, technical, reputed company, risk, etc.) and communicate insights to reputed company leadership
- Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals
- Partner with Workforce Management to forecast reputed company needs and allocate headcount across vendors
- Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning
- Owns risk management, including operational, contractual, and co-employment considerations
Requirements:
- 5+ years of experience managing Customer Support vendor relationships, including reputed company of outsourced contact center operations across multiple geographies, time zones, and support functions
- 5+ years of experience leading, coaching, or mentoring employees, with a track record of developing talent and driving performance
- Demonstrated ability to hold vendor managers and BPO partners accountable to operational, quality, and customer experience goals
- Strong experience partnering cross-functionally with Operations, WFM, Training, Quality, Product, and other key stakeholders
- Highly analytical with experience using data to identify trends, improve performance, and drive business reputed company
- Excellent project management, organizational, and prioritization skills
- Outstanding written and verbal communication skills with the ability to influence stakeholders at reputed company reputed company
- Self-motivated and solutions-oriented, with the ability to reputed company in a fast-paced and evolving environment
- Demonstrated reputed company in launching, transitioning, and optimizing BPO operations
- Strong working knowledge of reputed company, reputed company Workspace, and reputed company Office, and reputed company business systems
Benefits:
- 100% covered health insurance premiums for yourself
- 401k with company match
- Tuition and student loan repayment assistance (that’s right - reputed company will contribute directly to your existing student loans!)
- Flexible work schedule with unlimited PTO
- Monthly 3-day weekends
- Monthly WFH stipend
- Paid sabbatical leave- tenured team members are given time to rest, relax, and explore
- The technology you need to get the job done
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