Customer Experience Vendor Operations Manager

Job Summary The Vendor & BPO Operations Manager is responsible for overseeing day-to-day performance across multiple business process outsourcing (BPO) partners supporting our enterprise contact center operations (~600 agents). This role ensures contractual alignment, operational excellence, and consistent delivery of world-class customer experience. The ideal candidate combines operational rigor, contract fluency, and strategic partnership leadership to drive results across a distributed vendor network. Location Requirement This position is open only to candidates who currently reside in one of the following approved locations: Birmingham, AL; Tampa, FL; Blue Ash or Cincinnati, OH. Success Looks Like Consistent enterprise-wide SLA and CSAT achievement Strong vendor accountability and performance transparency Optimized cost-to-serve model Proactive issue identification and resolution Key Responsibilities Vendor Performance Management Oversee daily operations across BPO partners to ensure SLA, CSAT, and quality targets are achieved Conduct weekly and monthly business reviews with vendor leadership Monitor forecasting accuracy, staffing alignment, and productivity performance Identify performance gaps and implement corrective action plans with vendor leadership Contract & Commercial Oversight Interpret and manage vendor contracts, SOWs, and performance guarantees Partner with Finance and Legal on contract negotiations and amendments Track financial performance including billing validation, cost efficiency, and ROI Ensure vendors meet compliance and risk standards Customer Experience Governance Ensure consistent customer experience across all vendor sites Standardize quality calibration processes across enterprise partners Escalate and resolve systemic experience issues across vendors Drive continuous improvement initiatives that enhance CX outcomes Enterprise Collaboration Act as primary liaison between internal stakeholders and BPO partners Align vendor strategy with corporate objectives Partner with WFM, Training, QA, Product, and Client teams to ensure integrated execution Required Qualifications 5+ years contact center or BPO management experience Direct experience managing outsourced partners Strong understanding of vendor contracts and commercial agreements Proven ability to manage large, distributed teams through influence Financial acumen and reporting expertise Preferred Qualifications Bachelor’s degree Ability to work in the U.S. without sponsorship Ability to meet the location requirement outlined above Payment Range The targeted full-time base salary for this position is $83,800.00 to $125,900 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location. Work Authorization Requirement All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship. #J-18808-Ljbffr