CX Vendor Manager

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a CX Vendor Manager based in the United States.

As a CX Vendor Manager, you will lead the performance, strategic development, and continuous improvement of a global network of outsourced customer experience service providers. You will manage and develop a team of Associate Vendor Managers while ensuring that customers, shoppers, and retail partners receive consistently high-quality support. This role combines people leadership, vendor strategy, data-driven decision-making, and complex program management in a fast-paced, customer-focused environment. You will collaborate with cross-functional leaders to improve service quality, operational efficiency, and cost effectiveness across support operations. By translating performance insights into actionable improvements, you will help strengthen vendor partnerships and scale customer support capabilities. This remote opportunity is ideal for a strategic, analytical leader who thrives on developing talent, influencing stakeholders, and delivering measurable business results. \n

Accountabilities

People Leadership and Development: Manage, coach, and develop a team of Associate Vendor Managers through goal setting, regular feedback, performance reviews, and career development. Establish clear expectations, encourage accountability, and foster a culture of ownership and continuous learning.

Team Planning and Growth: Support recruitment, onboarding, and succession planning while allocating responsibilities and priorities to balance vendor coverage, project delivery, and individual development.

Vendor Management Strategy: Contribute to the development and execution of vendor management strategies, functional objectives, and long-term roadmaps aligned with broader business priorities.

Vendor Performance and Compliance: Oversee performance across the outsourced business process outsourcing (BPO) network, ensuring service-level agreements (SLAs), key performance indicators (KPIs), staffing requirements, and operational standards are consistently achieved. Manage day-to-day oversight through the vendor management team.

Project and Program Management: Lead complex customer experience initiatives and cross-functional programs, partnering with both customer experience and non-customer experience teams to deliver measurable improvements.

Escalation and Financial Oversight: Oversee vendor escalations, corrective action plans, and high-impact operational issues. Guide vendor onboarding and offboarding, review invoices, and ensure billing accuracy, compliance, and timely resolution of discrepancies.

Data Analysis and Continuous Improvement: Use performance data and root cause analysis to identify service gaps, operational inefficiencies, and cost optimization opportunities. Coach team members to translate findings into practical improvement plans.

Cross-Functional Collaboration: Partner with Customer Experience, Operations, Business Development, Product, Engineering, Training, and Quality Assurance teams to improve support delivery and customer outcomes.

Vendor Relationship Management: Build productive relationships with vendor leadership, promote engagement and accountability, and ensure consistent adherence to processes, procedures, and quality standards across all partners.

Executive Communication and Reporting: Prepare and deliver executive-level presentations, project updates, and performance reports. Help team members communicate findings and recommendations clearly to senior stakeholders.

Operational Prioritization: Balance strategic initiatives with day-to-day operational demands, maintaining clear communication, effective project planning, and reliable follow-through in a dynamic environment.

Requirements:

Education: Bachelor's degree in business, economics, communications, or a related field, or equivalent practical experience.

Relevant Experience: 6–8 years of experience leading customer support projects of varying size and complexity, including scaled customer support and/or outsourced operations.

People Management: Demonstrated experience managing, coaching, and developing team members, with the ability to set expectations, provide constructive feedback, and support professional growth.

Analytical and Reporting Skills: Strong analytical capabilities and a data-driven mindset, including the ability to interpret performance metrics, identify root causes, and develop actionable recommendations.

Communication and Presentation: Excellent written, verbal, and visual communication skills, with experience presenting complex information and strategic recommendations to senior stakeholders.

Project and Organizational Management: Proven ability to manage multiple priorities and complex projects in a fast-paced environment, develop effective project plans, and consistently deliver results.

Strategic Thinking: Ability to make well-informed decisions with a long-term perspective, evaluate complex situations, and seek input from managers and peers when appropriate.

Collaboration and Influence: Strong interpersonal skills and the ability to build relationships, align stakeholders, foster team engagement, and influence outcomes across organizational boundaries.

Preferred Education and Certifications: An advanced degree or certification in business management, strategic planning, or project management is an advantage.

Preferred Technical Experience: Familiarity with Salesforce reporting and case management is beneficial.

Customer-Centric Mindset: A strong commitment to customer experience, operational excellence, and continuous improvement.

Travel Availability: Willingness to travel domestically and internationally up to 25% of the time.

Work Location: Ability to work remotely within the United States, with compensation determined by permanent work location.

Benefits:

Competitive Base Salary: Annual salary ranges vary by location: California, New York, Connecticut, and New Jersey: $143,000–$151,000 USD

Washington: $137,000–$144,500 USD

Oregon, Delaware, Maine, Massachusetts, Maryland, New Hampshire, Rhode Island, Vermont, Washington, D.C., Pennsylvania, Virginia, Colorado, Texas, Illinois, and Hawaii: $131,000–$138,500 USD

All other states: $120,000–$126,500 USD

Equity Compensation: Eligibility for a new-hire equity grant and annual equity refresh grants.

Remote Work Flexibility: A flexible, remote-first work approach that allows employees to choose where they work while remaining connected through regular in-person events.

Career Development: Opportunities to develop leadership capabilities, expand strategic expertise, and contribute to large-scale customer experience initiatives.

Collaborative Work Environment: The opportunity to work with cross-functional teams and global service partners to drive meaningful operational improvements.

Inclusive Culture: A commitment to fostering a diverse, respectful, and supportive workplace where people from different backgrounds and experiences can contribute.

Additional Benefits: A comprehensive benefits package is offered, although specific healthcare, retirement, and paid leave details were not provided in the supplied job description.

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