Strategic Vendor Performance Manager

At Cogent Infotech, we believe in creating opportunities that empower individuals and transform organizations. With over 21 years of excellence in consulting and talent solutions, we pride ourselves on building inclusive workplaces and driving innovation in everything we do. Our diverse teams bring unique perspectives to help deliver cutting-edge solutions to global clients across both public and private sectors. Summary The Vendor Manager oversees the operations, services, and programs provided by vendor-owned call centers, collections centers, and other production facilities to the client. Manages the relationships with client business partners by monitoring, auditing, and measuring vendor work performance, implementing process improvements, resolving escalated calls, designing changes to systems and telephone scripts used by agents interacting with client customers, and leading performance review meetings with authority business partners. The vendor manager is responsible for coaching, mentoring, and developing an internal team. Additionally, the manager assists in recruiting, interviewing, and hiring staff. Responsibilities Leads strategic vendor partnerships and governance models to ensure alignment with client operational objectives, contractual obligations, and customer experience standards. Serves as the primary client liaison to vendor executive leadership, leading structured performance governance forums and holding vendors accountable for service delivery, compliance, and continuous improvement outcomes. Designs and governs enterprise performance and quality measurement frameworks in collaboration with vendors and internal stakeholders to ensure contractual compliance, operational efficiency, and regulatory adherence. Owns the development, analysis, and executive presentation of multi-level KPI dashboards, translating operational data into actionable insights that inform vendor strategy, financial decisions, and service optimization. Monitors vendor progress, tracks against current targets and uses reporting to propose future strategies to drive efficiencies. Identify effective internal and external workflows, review existing processes for trend changes and improvement opportunities and update as necessary. Document training requirements, provide them to the Customer Service training team and ensure that vendors implement training and education where needed. Provides strategic input into vendor procurement, RFP development, contract structuring, and performance requirements to support long‑term service delivery and financial sustainability. Provide effective and timely communication to staff, entities and external customers to resolve issues and foster open and honest communication. Manages the performance of an internal team which includes employment actions, performance management, training and career development. Monitor team activities, track service and customer satisfaction levels, define policies and procedures, and communicate with vendors and internal stakeholders. Acts as escalation authority for complex, high‑risk customer cases, balancing contractual requirements, customer experience, and organizational risk considerations. Makes decisions about the deployment of vendor resources with oversight of the Senior Vendor Manager. Monitor client and vendor systems used in accomplishing the work (CRMs (e.g., TRIPS), Collections, Telecom, Training, Compliance, et al), recommends requirements for system enhancements, and ensures implementation of system enhancements that are related to client vendor and customer management. Ensures that Standard Operating Procedures are documented, up‑to‑date, and adhered to by both client internal stakeholders and client vendors. Qualifications Minimum: Bachelor’s degree or equivalent experience. 3-5 years’ experience in a related field. Valid driver’s license or ability to obtain Texas Class “C” driver’s license within 30 days of hire. Preferred: 5+ years’ experience reviewing contracts and negotiating vendor terms and conditions. Bachelor’s degree in business administration, logistics, or a relevant field. Strong negotiation and influencing skills. Experience managing KPI’s. Equal Opportunity Employment Cogent Infotech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels welcome and valued. We encourage applications from individuals of all backgrounds, identities, abilities, and experiences. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. #J-18808-Ljbffr COGENT Infotech