Vendor Operations Lead, CX

📋 Description

• Own day-to-day BPO partner performance, including tracking results against goals and leading
• Serve as the main point of contact between BPO partners and internal teams, keeping priorities and
• Meet regularly with BPO leadership to address ongoing challenges and keep performance moving toward
• Use data to spot trends, find root causes, and turn insights into clear action plans.
• Partner with cross-functional teams to make sure BPO partners have what they need to succeed.
• Build and improve the processes and structure that let programs scale.

🎯 Requirements

• 4+ years of experience in contact center or CX operations with a strong understanding of its
• Experience managing BPO or outsourced teams, building respectful partnerships while holding
• Analytically minded, using data to understand performance changes and determine actions.
• Track record of improving operations and building structure where none existed.
• Operationally excellent and calm in a fast-moving environment.
• Seek an environment that fosters growth through open feedback and high autonomy.

🎁 Benefits

• Equity
• Remote work across the US
• Option to work from offices in New York City or San Francisco