Senior Program Manager I

📋 Description

• Own vendor performance, including customer experience, service-levels, compliance, and QA outcomes.
• Lead executive-level vendor governance (e.g. QBRs, escalations).
• Define operational strategies for horizontal services across the vendor network.
• Partner with the Business Analyst team to shape what metrics and dashboards are needed to run the
• Use data to diagnose performance gaps, validate trends, and prioritize interventions.
• Run ad-hoc analyses and scenario modeling to support rapid decision-making.

🎯 Requirements

• 8+ years of expertise in vendor/BPO management, operations, or related fields
• Strong analytical background with the ability to define the right questions, work with analysts to
• Proven ability to drive vendor accountability through scorecards, governance, and structured
• Track record of leading large, cross-functional programs with measurable business impact.
• Exceptional communication and influencing skills with internal and vendor executives.
• Experience managing vendor networks of 2,000+ agents across multiple geographies (preferred).

🎁 Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Flexible time off and generous holiday calendars
• Employee stock purchase plan (ESPP)