Vendor Performance Manager

Responsibilities

• Drive customer experience improvements by designing, launching, and managing vendor operations
• Define end-to-end workflows, workforce requirements, routing strategies, and KPIs
• Develop and implement pilot programs, agent scripts, and training modules
• Analyze vendor performance data, CSAT, and customer insights to identify trends and address process gaps
• Create, maintain, and evolve performance dashboards and reporting mechanisms
• Lead regular vendor performance reviews and present data-driven insights to leadership
• Participate in an "On Call" rotation every 6 weeks, including nights, weekends, and holidays

Requirements

• Bachelor's degree or equivalent practical experience
• 5 years of experience in Internet Service Provider (ISP) operations
• 7 years of experience in Call Center Vendor Management within Customer Service contact centers
• Experience manipulating and analyzing large data sets in spreadsheets (Google Sheets, SQL)
• Experience managing cross-functional and cross-regional teams
• Ability to travel 25% of the time domestically and to nearshore locations

Preferred Qualifications

• 5 years of experience managing a team within an ISP or similar technical industry
• Experience designing and implementing workflows, process improvements, and systems
• Proven ability to drive back-office efficiency and KPI compliance
• Experience influencing internal and partner organizations across engineering and field operations
• Experience in contract negotiations
• Analytical mindset with the ability to work independently on multiple initiatives