Operations Manager III

Summary The Vendor Relationship Manager is responsible for managing the relationship between the organization and its vendors. This includes ensuring vendors meet contractual obligations, managing vendor performance, and resolving any issues that arise. Additionally, the Vendor Relationship Manager is responsible for staying up-to-date with industry trends and regulations to ensure compliance. They must also stay informed of changes to vendor offerings and services in order to maximize value. This role involves strategic planning, performance monitoring, and continuous improvement initiatives to optimize service quality, efficiency, and cost-effectiveness. Vendor Relationship Manager must be a good team player, working closely with colleagues across the organization in operations, quality, training, finance, procurement, to understand and meet the requirements and expectations of the business. Responsibilities Accountable for optimal vendor performance and operational efficiencies Develop and maintain strong relationships with vendors and BPO partners to ensure alignment with organizational goals Communicate with senior level team members about vendor performance and relationship Advocate partner to internal management and support teams Provide leadership, empowerment and motivation to professional level vendor partners Conduct regular performance reviews and provide actionable feedback to vendors/BPOs for continuous improvement Collaborate with internal stakeholders to define customer service strategies and ensure alignment with business objectives Identify opportunities for process optimization, technology integration, and cost savings Develop and drive a “can-do” performance model and atmosphere Build and foster a robust, transparent and cooperative relationship and partnership between SEA and our partners Execute various vendor management program elements, such as quarterly business reviews, analysis and reporting of performance against scorecards Collaborate with all segments of leadership responsible for process design and development, process monitoring, and policy and procedure development Utilize reporting and metrics to manage performance and drive to goals, objectives and measurements Develop deep, strategic relationships with telco vendors Work closely with internal and external parties to resolve problems with vendor performance, diagnose issues and assist with rehabilitation or remediation plans Qualifications 5+ years of work experience managing BPO operations as client and/or vendor Experience in Digital Operations and Management, a plus Excellent verbal, written and presentation skills to communicate with multiple types of vendor stakeholders Collaborative, creative, highly responsive to clients and attentive to detail Operational follow-through, able to work in a team environment, sometimes under tight deadlines Flexible and adaptable when dealing with change An amazing team player, understanding cultural barriers and bridging business gaps Solid Project Management experience and ability to oversee multiple projects at once Strong analytics and reporting background, with the ability to build scorecards/dashboards independently Ability to identify upstream blockers, prioritize solutions and communicate effectively Familiarity with automation tools and AI-driven customer service solutions Education and Years of Experience 5+ years of work experience managing BPO operations as client and/or vendor. Benefits Hospital plans 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available (USA) Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents) Company paid short and long‑term disability Health & Dependent Care Spending Accounts (HSA & DCFSA) Employee Assistance Program Time Off/Leave (PTO, Allegis Group Paid Family Leave, Parental Leave) Existing Vacancy This posting is for an available position. Equal Opportunity Employer AGS is an Equal Opportunity Employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. Accommodation and AI If you require a reasonable accommodation related to the application or interview process due to a disability, please email View email address on click.appcast.io. This inbox is monitored solely for accommodation requests. For questions about open roles or to apply, please submit your application through the job posting, as this inbox is not monitored by recruiters and applications sent here will not be reviewed. In accordance with the Immigration Reform and Control Act of 1986, employment is contingent upon verification of identity and authorization to work in the United States. All persons hired will be required to complete Form I‑9 and provide acceptable documentation as required by law. Please note that we may use artificial intelligence (AI) tools to screen, assess, or select applicants for this position. These tools may analyze application materials and assist our team in identifying candidates whose qualifications best match the requirements of the role. If you have questions about our use of AI in the hiring process, or would like more information, please contact us. *We reserve the right to pay above or below the posted wage based on factors unrelated to protected classifications. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job‑related factors. San Francisco Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. City of Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring. #J-18808-Ljbffr Allegis Global Solutions