Vendor Performance Manager, Customer Support
New
J
JobgetherInternet Service Provider
Based in United StatesFull-TimeManager
SalaryCompetitive base salary range of $136,000 - $198,000 USD, plus bonus eligibility and benefits.
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Job Details
- Experience
- 7+ years of experience managing call center vendor operations; 5+ years of experience working in Internet Service Provider (ISP) operations
- Required Skills
- Project ManagementSQLData visualizationData analytics
Requirements
- Bachelor’s degree or equivalent practical experience.
- 7+ years of experience managing call center vendor operations within customer service contact centers.
- 5+ years of experience working in Internet Service Provider (ISP) operations or a similar technical environment.
- Strong experience analyzing large datasets using spreadsheets, dashboards, SQL-based reporting, and data visualization tools.
- Proven ability to manage cross-functional and cross-regional teams.
- Experience designing workflows, operational processes, and systems that improve external partner performance.
- Strong understanding of KPI management, operational monitoring, and service-level compliance.
- Experience influencing internal teams and external partners across engineering, operations, sales support, and customer service organizations.
- Strong problem-solving skills with the ability to manage multiple initiatives in a fast-paced environment.
- Ability to travel domestically and to nearshore locations approximately 25% of the time.
- Participate in an on-call rotation approximately every six weeks.
Responsibilities
- Design, launch, and manage vendor operations by defining workflows, workforce requirements, routing strategies, and performance metrics.
- Establish and manage key performance indicators (KPIs), service-level expectations, and operational goals.
- Analyze vendor performance data and customer satisfaction metrics to identify trends and implement improvement initiatives.
- Develop pilot programs, agent scripts, training materials, and service protocols.
- Create and maintain performance dashboards, reports, and data visualizations for leadership and vendor partners.
- Lead regular vendor business reviews to drive accountability around performance targets.
- Support system migrations and process transformation initiatives by designing scalable solutions.
- Develop strategies for outage management and service recovery.
- Collaborate with cross-functional teams to align priorities and optimize vendor performance.
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