Manager, Vendor Management – Outbound Sales

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South. Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best‑in‑class customer experience.

Be a part of the team that will make this vision a reality—designing and building a world class fiber network and creating a customer experience second to none.

We are looking for a Manager, Vendor Management – Outside Sales to join our growing team. In this role, you will lead all execution aspects of 1‑3 contact centers that support Brightspeed’s outbound calling programs, develop and implement outbound calling strategies to achieve targets for sales and revenue, manage BPO operations, and ensure contractual execution, SLA delivery and long‑term strategic success of the centers.

• Oversee and optimize relationships with external suppliers, involving strategic planning, negotiation and performance evaluation.
• Cultivate and maintain strong relationships with contact center vendors.
• Regularly assess vendor performance against KPIs and take proactive measures to address any issues or gaps.

• Translate sales strategies into actionable plans for vendor teams, ensuring alignment with organizational goals.
• Monitor and track performance metrics, providing regular updates and insights to stakeholders.
• Responsible for the delivery of sales quotas:
  Prospect Sales, Copper to Fiber Migrations, Winback, Cross‑Sell, Product Upgrades.
• Manage Attachment & Package Mix measurements to ensure ARPU delivery at or above target.

• Establish quality assurance protocols and standards to ensure consistent delivery of high‑quality interactions.
• Conduct audits and quality checks to assess adherence to established guidelines, policies and regulatory requirements.
• Address compliance issues promptly and work with vendors to implement corrective actions and prevent recurrence.

• Analyze data and trends to identify areas for improvement and optimization.
• Work closely with vendors to implement strategies for enhancing sales, activations and revenue.
• Provide training, guidance and support to vendor teams to maximize their potential.

• Ensure compliance with regulatory requirements and company policies in all outbound activities.
• Identify and mitigate risks associated with vendor operations, including data security and quality assurance.

• Serve as the primary point of contact between internal stakeholders and vendor teams.
• Communicate regularly with stakeholders to provide updates on sales performance, initiatives and challenges.
• Prepare and present reports, analyses and recommendations to senior management as needed.

• Crisis management skills for handling escalated customer issues and ensuring swift resolution.
• Act as escalation point, sometimes after hours, when standard processes are not meeting customer expectations.
• The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.

• Bachelor’s Degree or equivalent experience.
• 3+ years of experience leading and managing a team.
• 3+ years of experience managing contact centers and BPO vendor management organizations.
• Outbound sales, service and collections experience.
• Experience developing and implementing contact center or channel performance improvement strategies.
• Experience improving customer experience and service strategies.
• Experience developing, implementing and tracking KPIs.
• Strong customer focus and proven customer advocacy.
• Knowledge of key elements that comprise the end‑to‑end customer experience.
• Ability to communicate orally and in writing in…