Customer Experience Vendor Manager

Job Summary

A company is looking for a Customer Experience Vendor Manager.

Key Responsibilities

• Oversee and manage the performance of contact center vendors to ensure compliance with contractual and service level agreements
• Review and evaluate vendor performance through key performance indicators, addressing any operational challenges proactively
• Facilitate communication and collaboration between vendors and internal stakeholders to support account needs and improve workflows

Required Qualifications

• 4+ years of experience managing complex third-party vendor relationships
• Minimum of 4 years leading front/back-office contact center teams
• Demonstrated ability to lead strategic organizational change
• Strong relationship management skills with the ability to mediate conflicts
• Proficient analytical skills for data interpretation and decision-making