CX Vendor Manager Lead
New
R
RoadieLogistics and Delivery
REMOTEFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience managing Customer Support vendor relationships; 5+ years of experience leading, coaching, or mentoring employees
- Required Skills
- Project ManagementData AnalysisSalesforceStakeholder management
Requirements
- 5+ years of experience managing Customer Support vendor relationships
- 5+ years of experience leading, coaching, or mentoring employees
- Demonstrated success in launching, transitioning, and optimizing BPO operations
- Strong experience partnering cross-functionally with Operations, WFM, Training, and Quality
- Highly analytical with experience using data to drive business decisions
- Working knowledge of Salesforce, Google Workspace, and Microsoft Office
Responsibilities
- Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors
- Lead and mentor CX Vendor Managers
- Drive comprehensive vendor assessments by analyzing performance data and KPIs
- Monitor and manage vendor performance against service delivery expectations
- Oversee and coordinate vendor performance audits
- Partner with Workforce Management to forecast capacity needs
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