CX Vendor Manager Lead
New
USFull-TimeLead
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementData AnalysisSalesforceOperations ManagementStakeholder managementGoogle Workspace
Requirements
- 5+ years of experience managing outsourced customer support or BPO vendor relationships across multi-region, multi-channel environments.
- 5+ years of leadership experience, including coaching teams and driving performance accountability.
- Strong background in vendor management, CX operations, or contact center optimization in a fast-paced environment.
- Proven ability to analyze operational data, identify trends, and translate insights into performance improvements.
- Experience partnering cross-functionally with CX, Operations, Workforce Management, Training, Quality, and Product teams.
- Strong project management, organizational, and prioritization skills with the ability to manage multiple vendor relationships simultaneously.
- Excellent communication and stakeholder management skills, with the ability to influence both internal leaders and external partners.
- Hands-on experience with CX systems such as Salesforce, Google Workspace, and related operational tools.
Responsibilities
- Own and drive the overall strategy for outsourced customer support operations, ensuring vendor alignment with customer experience, quality, and efficiency objectives.
- Lead, coach, and develop a team of CX Vendor Managers, setting clear expectations, driving accountability, and strengthening performance management practices.
- Oversee vendor performance across multiple BPO partners, tracking KPIs, SLAs, quality metrics, and compliance standards.
- Conduct structured vendor evaluations and performance reviews, identifying gaps and implementing corrective action plans to improve outcomes.
- Partner with Training & Quality teams to ensure effective onboarding, continuous enablement, and consistent support delivery standards across vendors.
- Collaborate with Workforce Management to forecast capacity needs and optimize staffing across vendor networks.
- Manage vendor governance activities including QBRs, audits, contract adherence, and escalation resolution.
- Identify operational risks and improvement opportunities, translating insights into scalable process enhancements and performance improvements.
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