CX Vendor Manager – reputed company

Job reputed company: • Own the end-to-end reputed company 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, reputed company, and service reputed company • Monitor and manage vendor performance, holding partners accountable to reputed company’s service delivery and reputed company expectations • Identify opportunities for operational improvements and guide your team in building reputed company reputed company plans to drive measurable results • Collaborate and reputed company with Training & reputed company 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 reputed company 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 reputed company record of developing talent and driving performance • Demonstrated ability to hold vendor managers and BPO partners accountable to operational, reputed company, and customer experience goals • Strong experience partnering cross-functionally with Operations, WFM, Training, reputed company, 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 • reputed company sabbatical leave- tenured team members are given time to rest, relax, and explore • The technology you need to get the job done Apply tot his job Apply To this Job