Vendor Operations Lead, CX
New
H
HeadwayMental healthcare
Open to candidates across all US geographic locationsFull-TimeLead
Salary$95.2K - $140K; $95.2K – $140K • Offers Equity
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Job Details
- Experience
- 4+ years
- Required Skills
- Data Analysis
Requirements
- Have 4+ years of experience in contact center or CX operations.
- Have a strong understanding of contact center or CX metrics, processes, and tools.
- Have experience managing BPO or outsourced teams.
- Build respectful partner relationships while holding partners accountable for results.
- Use data to understand performance changes and determine appropriate actions.
- Have a track record of improving operations and building structure.
- Be operationally effective in a fast-moving environment.
- Have a quiet, private workspace equipped with high-speed internet to fulfill shifts.
Responsibilities
- Own day-to-day BPO partner performance, track results against goals, and lead improvement initiatives.
- Serve as the main point of contact between BPO partners and internal teams.
- Meet regularly with BPO leadership to address challenges and keep performance moving toward goals.
- Use data to spot trends, identify root causes, and develop action plans.
- Partner with cross-functional teams to ensure BPO partners have what they need to succeed.
- Build and improve processes and structure to support program growth.
- Contribute to short-, medium-, and long-term strategy for BPO operations.
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