Director, Vendor Delivery

📋 Description

• Oversee third-party vendor performance against service-level agreements (SLAs), key performance
• Monitor contact volumes, average handling time, abandonment rates, workforce utilization
• Establish quality controls, audits, and compliance checkpoints to ensure accurate, complete, and
• Analyze performance data and quality assurance findings to identify improvement opportunities
• Apply continuous improvement methodologies, including Lean and Six Sigma principles, to optimize
• Manage operational risks, develop contingency plans, and maintain service continuity as policies

🎯 Requirements

• At least 7 years of progressive experience in contact center operations, including managing
• Demonstrated ability to lead third-party service providers, influence cross-functional teams
• Proven experience managing and improving operational metrics such as SLAs, average handling time
• Strong knowledge of workforce management, capacity planning, quality assurance, performance
• Ability to analyze complex operational challenges, conduct root cause investigations, develop
• Familiarity with generative AI applications in contact center operations and a willingness to

🎁 Benefits

• Competitive salary: Hiring range of $80,000–$125,000 annually, depending on location, experience
• Remote flexibility: Work remotely from the United States, with a hybrid option available for
• Retirement and financial benefits: Access to retirement savings benefits and opportunities for
• Career development: Opportunities to expand leadership capabilities, strengthen operational
• Meaningful work: The opportunity to improve educational experiences and help students and educators
• Collaborative environment: Work alongside cross-functional teams and external partners in an