Job Description:

  • Monitor and manage key metrics such as customer satisfaction, backlogs and productivity and ensure all SLAs are consistently met by partner call center
  • Establishes requirement and audits to ensure targeted performance metrics are accomplished
  • Assess operational effectiveness and provide ongoing feedback
  • Monitor performance initiatives and provides status reports and suggest tactical approach based on performance goals
  • Lead regular business reviews involve in any vendor relationship activities
  • Facilitates development of team partner relationship with vendors and maintains relationship for long term contract
  • Identify potential vendors and conduct research to determine who offers the best products, prices, and services.
  • Actively participate in vendor workforce planning and ensure required FTE is always met


  • Minimum of 3 years of experience as a Vendor Manager who handled 150 - 200 FTEs
  • Bachelor’s Degree at a minimum
  • Must be capable of dealing confidently and professionally at executive level internally and at partner sites
  • Proven ability to manage complex processes and drive continuous process improvement
  • Excellent verbal, written, interpersonal, leadership and organizational skills
  • Excellent project and program management skills, including demonstrated ability to manage projects across teams where influencing skills are required
  • Must be passionate about delivering industry leading customer support and thrive in a fast-paced, high energy environment

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