Manager, Vendor Operations Bilingual (English/Spanish)

Role Overview The Manager, Vendor Operations oversees the relationship and operations of third‑party contact center/BPO partners. The role collaborates with internal stakeholders, builds customer‑experience solutions, and ensures value for money while meeting KPIs, SLAs, and other business expectations. Duties & Responsibilities Vendor/BPO Management: Manage quality of deliverables; hold vendor accountable for performance; own KPIs, SLAs, scorecards; conduct weekly, monthly, quarterly reviews; travel to vendor sites (up to 50%); identify trends; drive improvement and corrective actions; report monthly; evaluate contracts; serve as escalation owner. Team & Cross‑Functional Leadership: Lead a team delivering complex client engagements; develop team members; analyze data with stakeholders to improve processes; recommend policy enhancements; maintain stakeholder relationships; serve as primary point of contact; facilitate executive business reviews; coordinate training, quality, ops, IT, content. Contract Management: Ensure compliance with contract terms and SOWs; perform volume validations; coordinate invoice approvals; document interfaces; negotiate contracts; support renegotiations and penalties; manage dispute resolution. Project Management: Design process redesigns; lead internal and vendor projects; support pilots and transformation initiatives. Experience & Qualifications Education: Bachelor’s Degree or equivalent experience in Business or related field. Experience (8+ years): Contact center environment; partnership with vendors; influencing cross‑team support; time and project management. Languages: Spanish. Software/Technical Skills: Advanced knowledge of contact center learning and development/QA methods; intermediate knowledge of incident manager software (e.g., Oracle Service Cloud, Salesforce); Microsoft Office; customer service telephony software (e.g., Five9); learning management systems; contact center service industry best practices. Other Skills/Abilities: Strong communication and presentation; interpersonal; problem‑solving; judgment; orchestrating internal/outside teams; coaching; prioritization. Additional Details for This Role Hybrid role: up to two remote workdays per week subject to business needs. Base Salary The targeted base salary range for TN: $85,000 – $105,000 per year. The targeted base salary range for NJ: $100,000 – $125,000 per year. Additional Compensation Eligible for a 15% bonus at 100% of target, with potential higher based on company performance. Bonus awards are discretionary and require individual performance and corporate objectives. Our Benefits Comprehensive benefits including health, vision, dental, 401(k) with matching, educational assistance, and more. Equal Opportunity Employer Statement Brother International Corporation is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities. #J-18808-Ljbffr Brother International Corporation