Senior Vendor Manager

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Requirements:

• Bachelor's degree in business management, communications, or systems management or equivalent experience.
• 5+ years of experience managing customer services and customer success teams in tech.
• 10+ years of diverse customer support experience.
• Experience leading multi-channel BPO vendors with 100+ agents.
• Hands-on problem-solving skills.
• Experience with support tools, analytics, and quality monitoring software.
• Exposure to multiple customer service channels including social media, chat, and email.
• Experience managing relationships with onshore BPO partners.
• Ability to facilitate changes in processes and technology.
• High emotional intelligence and strong communication skills.
• Experience with near-shore and offshore operations.

Responsibilities:

• Act as the primary decision-maker in managing vendor performance.
• Proactively detect potential risks and take actions to maintain performance standards.
• Own operational KPIs and recommend process improvements.
• Launch new support initiatives with strategic planning.
• Balance customer experience and operational efficiency.
• Assist with forecasts and budgets.
• Develop and implement escalation processes for issues.
• Collaborate with internal teams for training and content.
• Identify areas for business improvement.
• Advocate for internal tools for agents.
• Identify opportunities for process automation.
• Develop a roadmap for process improvement.
• Manage crisis situations effectively.
• Lead a small team of support operations specialists.
• Travel quarterly for on-site support.