Support Vendor Manager, APAC

📋 Description

• End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level
• Performance management & remediation: Define and manage SLA/KPI performance expectations, run
• Escalation and risk management: Serve as the primary escalation point for vendor issues, including
• Commercial and operational governance: Partner on contract levers, staffing commitments, service
• Operational reporting and executive narratives: Produce clear, decision-ready reporting on vendor

🎯 Requirements

• 5+ years in vendor/BPO operations management, support operations, or partner performance leadership
• Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans
• Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks
• Strong analytical and operational rigor: comfort working with data to define inputs/assumptions
• Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or
• Strong communication skills and executive presence: ability to align diverse stakeholders