Vendor Operations Manager

Job Summary

A company is looking for a Customer Experience Vendor Operations Manager.

Key Responsibilities

• Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved
• Interpret and manage vendor contracts, SOWs, and performance guarantees
• Ensure consistent customer experience across all vendor sites and drive continuous improvement initiatives

Required Qualifications

• 5+ years contact center or BPO management experience
• Direct experience managing outsourced partners
• Strong understanding of vendor contracts and commercial agreements
• Proven ability to manage large, distributed teams through influence
• Financial acumen and reporting expertise