CX Vendor Manager

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.