Director of Vendor Strategy

Job Summary

Leading the global BPO and vendor operations program, the full-time remote Director of Vendor Strategy will define and execute long-term strategies for customer operations, focusing on operational excellence, compliance, and innovative customer experiences across a diverse vendor network.

Key Responsibilities

• Define and execute the long-term strategy for the global customer operations vendor network, ensuring operational efficiency and compliance
• Partner with cross-functional teams to implement AI and automation in servicing workflows, enhancing customer and vendor agent experiences
• Lead and develop a team of Vendor Managers, fostering a customer-centric culture and establishing performance expectations across the organization

Required Qualifications

• 15+ years in customer operations with extensive experience in global vendor BPO program management
• 10+ years of leadership experience managing complex global operational and vendor organizations
• Proven success in managing large-scale outsourced operations across multiple international geographies
• Experience in deploying AI or automation to enhance customer operations at scale
• Strong analytical background with a track record of using data to drive strategic decisions and operational outcomes