This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a CX Vendor Manager Lead based in the United States.
This role sits at the intersection of customer experience strategy, vendor governance, and operational execution, ensuring outsourced support partners deliver consistent, high-quality service at scale. You will lead the oversight of multiple BPO relationships, shaping performance standards, monitoring service delivery, and driving continuous improvement across the customer support ecosystem. Acting as both a strategic leader and hands-on operator, you will guide a team responsible for vendor performance management while partnering closely with internal CX, operations, and workforce planning teams. The role requires strong analytical capability, commercial judgment, and the ability to influence both internal stakeholders and external partners. You will be responsible for transforming vendor relationships into high-performing extensions of the business, ensuring alignment with customer experience goals. This is a high-impact leadership role with visibility across CX leadership and a direct influence on service quality, efficiency, and scalability.
Accountabilities:
- 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.
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.
Benefits:
- Competitive compensation package aligned with market standards
- Comprehensive health, dental, and vision insurance with employer-covered options
- 401(k) retirement plan with company match
- Unlimited PTO and flexible work arrangements
- Monthly extended weekend program to support work-life balance
- Work-from-home stipend and technology support
- Tuition and student loan repayment assistance
- Paid sabbatical opportunities for long-tenured employees
- Career development in a high-growth, innovation-driven environment