Manager, Vendor Operations

Role Overview

Manager, Vendor Operations oversees, leads and manages the relationship and operations of the 3rd‑party Contact Center / BPO. The position works with internal stakeholders and vendors to build creative solutions for providing superior customer experience while ensuring value for money is obtained and vendors meet KPIs, Service Level Agreements (SLAs) and other business expectations. This role owns end‑to‑end governance, performance, and accountability of outsourced contact center partners to ensure contractual compliance, operational excellence, customer experience outcomes, and cost efficiency—while serving as the primary liaison between internal stakeholders and leadership.

• Manage quality of deliverables, holding vendors accountable for overall performance execution.
• Own KPIs, SLAs, and scorecards (Service Level, AHT, QA, CSAT, FCR, Escalations).
• Perform reviews with vendors weekly, monthly, quarterly, detailing SLA performance, risks and opportunities.
• Travel to vendor locations as needed (up to 50%).
• Identify trends, root causes, and performance risks.
• Monitor and drive improvement and corrective actions for SLAs in accordance with agreements or any other documents for third‑party suppliers.
• Report monthly on vendor performance to Leadership and Senior Leadership.
• Evaluate vendor contracts annually and ensure updating of SLAs when required, including contract changes, amendments, extensions, review, renewal and termination.
• Escalation owner for vendor related risks and disputes.

• Lead a team of professionals to deliver complex client engagements which help identify, design, and implement creative customer experience solutions for the company.
• Develop team members to deliver their best, through building trust, engaging talent and managing through complexity.
• Analyze data with internal stakeholders and vendors to drive changes, improving operational processes, identify opportunities to increase efficiency and reduce costs.
• Recommend policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and controlled costs.
• Build and maintain strong relationships with stakeholders to properly manage expectations on performance, business requirements and overall service delivery.
• Serve as primary point of contact for vendor leadership.
• Facilitate executive business reviews (QBRs).
• Drive alignment across Training, Quality, Ops, IT, Content and Cross Functional teams.

• Ensure compliance with contract terms and SOWs.
• Perform volume validations, analysis, and coordinate approval of invoices.
• Ensure that all supporting services are scoped and documented and that interfaces and dependencies between suppliers, supporting services and supplier processes are documented and agreed.
• Coordinate with Operations Team and vendor partners to maximize efficiency and occupancy while meeting service objectives.
• Develop BPO statements of work and negotiate contracts.
• Support re‑negotiations, penalties, and incentive governance.
• Manage contractual dispute resolution including closed‑loop corrective action programs.

• Develop and implement process redesigns transitioning from current state to future state.
• Lead and participate in internal and vendor projects to ensure objectives are met, deliverables completed, and success measured.
• Support pilots and transformation initiatives.

Bachelor's Degree (or equivalent experience) in Business or a related field.

• 8+ years of experience spanning the following areas:
  • Experience working in a Contact Center Environment.
  • Experience working with internal stakeholders and vendors to build solutions.
  • Experience with influencing other teams/groups to gain critical support.
  • Strong time and project management experience.

Spanish.

• Advanced Knowledge of Contact Center Learning and Development and/or Quality Assurance training methods.
• Intermediate Knowledge of Incident Manager Software (e.g., Oracle Service Cloud, Salesforce).
• Intermediate Knowledge of Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
• Intermediate Knowledge of…