Customer Experience Vendor Manager

Job Summary

Leading a team of CX Vendor Managers, the full-time remote Customer Experience Vendor Manager will guide the outsourced support strategy, ensuring high-quality service delivery across multiple BPO partners while driving performance and operational excellence.

Key responsibilities

• Own the end-to-end strategy and performance of third-party contact center vendors, aligning with CX goals
• Lead and mentor CX Vendor Managers, fostering accountability and effective escalation management
• Drive vendor performance assessments by analyzing data, KPIs, and service levels to identify operational improvements

Required qualifications

• 5+ years of experience managing Customer Support vendor relationships and outsourced contact center operations
• 5+ years of experience leading and mentoring teams, with a proven track record of talent development
• Strong analytical skills with experience using data to drive performance improvements
• Demonstrated ability to partner cross-functionally with various stakeholders
• Proficiency in Salesforce, Google Workspace, Microsoft Office, and related business systems