Manager, Vendor Operations Bilingual; English​/Spanish

Company Overview

Brother is a leading provider of home and office equipment, sewing and crafting products, and industrial solutions. With a legacy spanning over 115 years, our brand is renowned for producing award-winning printers, sewing machines, P-touch labelers, and more. Brother International Corporation (BIC) was established in 1954, marking over 70 years of operations in the United States. Our Americas headquarters is located in Bridgewater, New Jersey.

BIC is a wholly owned subsidiary of Brother Industries Limited (BIL), which was founded in 1908 in Nagoya, Japan, and operates in more than 30 countries worldwide. Brother’s Americas presence includes subsidiaries in Canada, Mexico, Brazil, Argentina, Chile, and Peru.
Why Work at Brother?

Brother has consistently been recognized as a best place to work, reflecting our commitment to fostering a workplace culture aligned with our core values of being inclusive, collaborative, customer-centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round.

Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.
Role Overview

The Manager, Vendor Operations oversees, leads and manages the relationship and operations of the 3rd-party Contact Center / BPO. This position works with internal stakeholders and vendor 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 own 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.

Vendor/BPO Managemen

• • Manage quality of deliverables, holding vendor 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 as needed to vendor locations (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 the Senior Leadership
  • Evaluate vendor contracts annually
  • Ensure updating of SLAs when required and that value is obtained for the respective supplier. Includes contract changes, amendments, extensions, review, renewal and termination
  • Escalation owner for vendor related risks and disputes

Team & Cross-functional Leadership

• • 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, every day, 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 to 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

Contract Management

• • 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 (customer satisfaction, performance and budgetary)
  • Develop BPO statements of work and negotiate contracts
  • Support re-negotiations, penalties, and incentive governance
  • Management of contractual dispute resolution including but not limited to closed loop corrective action programs

Project Management

• • 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…