Vendor Operations & Governance Specialist

📋 Description

• Own daily operational execution across partner-managed queues, ensuring compliance with SLAs
• Drive partner sites to improve key operational metrics, including productivity, CSAT, CES, quality
• Lead daily vendor huddles, intraday performance monitoring, and weekly business reviews to maintain
• Establish monthly root-cause and action-plan processes to address operational bottlenecks, reduce
• Conduct regular cross-site calibration sessions in partnership with internal Quality and Training
• Serve as the primary operational contact for vendor leadership and establish clear accountability

🎯 Requirements

• 5+ years of experience in vendor site or contact center operations, including direct responsibility
• Strong background in operational governance, including performance scorecards, site audits
• Understanding of workforce management concepts such as occupancy, shrinkage, and schedule adherence
• Experience working with developer-first or SaaS platforms, API-driven support environments, or
• Familiarity with operational systems and analytics tools such as Zendesk, Twilio Flex, Looker
• Ability to design and implement SOPs, workflows, and operational excellence practices while

🎁 Benefits

• Competitive pay and a comprehensive benefits package, with offerings varying by location.
• Generous paid time off and paid sick and personal time.
• Paid parental leave and wellness leave designed to support employees through important life moments.
• Healthcare benefits and a retirement savings program, including 401(k) access.
• Potential eligibility for an equity plan and corporate bonus plan, subject to applicable role and
• Remote-first working environment within the United States, with occasional travel for project