Senior Contact Center Vendor Manager

About Gen:

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.
Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results.
When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs.
At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage.
If this sounds like you, we'd love you to be part of Gen.
About the Role:

The Sr. Principal Support Partner Manager is Gen's primary liaison and strategic partner for outsourced contact center operations. This role leads the partner strategy and day-to-day relationship, driving service excellence, operational performance, and value. The manager establishes and monitors KPIs, ensures improvement plans are executed, oversees partner budgets and forecasts, and serves as the primary escalation point for Gen teams and partner leadership.
Working cross-functionally with Workforce Management (WFM), Training, Quality, and Global Operational Risk Governance, this role ensures outsourced operations are aligned with service targets and business needs.
Key Responsibilities:

· Lead the outsourced contact center strategy and drive partner performance to exceed key performance indicators and business objectives.
· Extract, monitor, analyze, and validate KPI and service-level data to assess partner performance and identify trends.
· Identify operational efficiencies and recommend best practices to improve service and performance.
· Partner with WFM and VMO leadership to align staffing forecasts, billable hours, and budgets; manage partner budgets and forecasts with fiduciary responsibility.
· Work with Procurement on partner contract negotiations, maintain partner contracts, and support strong contractual adherence.
· Oversee successful day-to-day operations across outsourced partners, including the execution and deployment of new initiatives.
· Lead and report weekly, monthly, and quarterly business reviews.
· Solicit feedback from internal stakeholders and lead closed-loop feedback with partners.
· Manage operating expenses and end-to-end invoice reconciliation.
· Monitor partner compliance with internal and regulatory requirements and ensure appropriate controls and processes are in place.
About you:

· Education: Bachelor's degree; MBA preferred. COPC certification is an advantage.
· Experience: 8+ years managing an internal or outsourced call center.
· Experience managing outsourced partners in a fast-paced environment and with contact center technology is required.
· Leadership experience in a multilingual support contact center is a plus.
· Financial products experience is preferred, but not required.
Skills:

· Excellent written and verbal communication, with the ability to present to diverse internal and external audiences.
· Ability to work with complex mathematical concepts and statistics to document, report, compare, and draw conclusions from partner-performance and campaign data.
· Strong planning and execution skills, including the ability to manage multiple competing priorities.
· Ability to work independently, stay self-motivated, manage time effectively, and be resourceful in complex situations.
· Experience using AI tools and automation for vendor management and performance tracking, with openness to emerging technologies that streamline vendor processes.
Personal Attributes:

· Self-directed and resourceful, with sound judgment and contingency plans for complex situations as needs arise.
· Organized and adaptable, able to balance competing priorities while maintaining accountability for plans and results.

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