CXVendorManagerLead

## Accountabilities Own and drive the overall strategy for outsourced customer support operations, ensuring vendor alignment with customer experience, quality, and efficiency objectives. Lead, coach, and develop a team of CX Vendor Managers, setting clear expectations, driving accountability, and strengthening performance management practices. Oversee vendor performance across multiple BPO partners, tracking KPIs, SLAs, quality metrics, and compliance standards. Conduct structured vendor evaluations and performance reviews, identifying gaps and implementing corrective action plans to improve outcomes. Partner with Training & Quality teams to ensure effective onboarding, continuous enablement, and consistent support delivery standards across vendors. Collaborate with Workforce Management to forecast capacity needs and optimize staffing across vendor networks. Manage vendor governance activities including QBRs, audits, contract adherence, and escalation resolution. Identify operational risks and improvement opportunities, translating insights into scalable process enhancements and performance improvements. Requirements: 5+ years of experience managing outsourced customer support or BPO vendor relationships across multi-region, multi-channel environments. 5+ years of leadership experience, including coaching teams and driving performance accountability. Strong background in vendor management, CX operations, or contact center optimization in a fast-paced environment. Proven ability to analyze operational data, identify trends, and translate insights into performance improvements. Experience partnering cross-functionally with CX, Operations, Workforce Management, Training, Quality, and Product teams. Strong project management, organizational, and prioritization skills with the ability to manage multiple vendor relationships simultaneously. Excellent communication and stakeholder management skills, with the ability to influence both internal leaders and external partners.