Vendor Performance Manager, Customer Support

📋 Description

• Manage the full performance lifecycle of outsourced customer support operations.
• Design workflows, staffing, routing, and metrics to improve support effectiveness.
• Establish KPIs, SLAs, and operational goals with vendors and internal teams.
• Analyze performance data, CSAT, and insights to identify trends and drive improvements.
• Develop pilot programs, scripts, training, and service protocols for consistency.
• Create dashboards and reports to communicate trends and recommendations to leadership.

🎯 Requirements

• Bachelor’s degree or equivalent practical experience.
• 7+ years of experience managing call center vendor operations in customer service.
• 5+ years in Internet Service Provider (ISP) operations or similar technical environments.
• Strong experience in analyzing large datasets with spreadsheets, SQL-based reporting, and data
• Proven ability to manage cross-functional and cross-regional teams across multiple functions.
• Experience designing workflows and systems to improve external partner performance.

🎁 Benefits

• Competitive base salary range of $136,000 - $198,000 USD, plus bonus eligibility and benefits.
• Fully remote work environment with flexibility across locations in the United States.
• Opportunity to influence large-scale customer support operations for millions of users.
• Comprehensive benefits package supporting health, wellness, and financial security.
• Opportunity to work on innovative connectivity solutions within a growing tech organization.
• Collaborative environment with cross-functional teams and external partners.