CX Vendor Manager Lead

📋 Description

• Own end-to-end strategy and performance of third-party CX vendors.
• Lead and mentor CX Vendor Managers, driving accountability and escalation.
• Drive vendor assessments by analyzing performance data, KPIs, quality, and SLAs.
• Monitor vendor performance; hold partners to service delivery and quality.
• Identify opportunities for operational improvements; guide action plans.
• Collaborate with Training & Quality to oversee vendor training.

🎯 Requirements

• 5+ years managing CX vendor relationships across geographies.
• 5+ years leading and mentoring employees; talent development.
• Hold vendor managers and BPO partners accountable to CX goals.
• Partner cross-functionally with Ops, WFM, Training, Quality, Product.
• Data-driven; use data to identify trends and improve performance.
• Excellent project management, organizational, and prioritization skills.

🎁 Benefits

• Competitive compensation
• 100% covered health insurance premiums
• 401k with company match
• Tuition and student loan repayment assistance
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends