Manager, Vendor Operations

Role Overview:

The Manager, Vendor Operations oversees, leads and manages the relationship and operations of the 3rd-party Contact Center / BPO. This position works with internal stakeholders and vendor to build creative solutions for providing superior customer experience while ensuring value for money is obtained and vendors meet KPIs, Service Level Agreements (SLAs) and other business expectations. This role own end-to-end governance, performance, and accountability of outsourced contact center partners to ensure contractual compliance, operational excellence, customer experience outcomes, and cost efficiency—while serving as the primary liaison between internal stakeholders and leadership.

Duties & Responsibilities:

Vendor/BPO Managemen

• • Manage quality of deliverables, holding vendor accountable for overall performance execution
  • Own KPIs, SLAs, and scorecards (Service Level, AHT, QA, CSAT, FCR, Escalations)
  • Perform reviews with vendors weekly, monthly, quarterly, detailing SLA performance, risks and opportunities
  • Travel as needed to vendor locations (up to 50%)
  • Identify trends, root causes, and performance risks
  • Monitor and drive improvement and corrective actions for SLAs in accordance with agreements or any other documents for third-party suppliers
  • Report monthly on vendor performance to Leadership and the Senior Leadership
  • Evaluate vendor contracts annually
  • Ensure updating of SLAs when required and that value is obtained for the respective supplier. Includes contract changes, amendments, extensions, review, renewal and termination
  • Escalation owner for vendor related risks and disputes

 

Team & Cross-functional Leadership

• • Lead a team of professionals to deliver complex client engagements which help identify, design, and implement creative customer experience solutions for the company
  • Develop team members to deliver their best, every day, through building trust, engaging talent and managing through complexity
  • Analyze data with internal stakeholders and vendors to drive changes, improving operational processes, identify opportunities to increase efficiency to reduce costs
  • Recommend policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and controlled costs
  • Build and maintain strong relationships with stakeholders to properly manage expectations on performance, business requirements and overall service delivery
  • Serve as primary point of contact for vendor leadership
  • Facilitate executive business reviews (QBRs)
  • Drive alignment across Training, Quality, Ops, IT, Content, and Cross Functional teams

 

Contract Management

• • Ensure compliance with contract terms and SOWs
  • Perform volume validations, analysis, and coordinate approval of invoices
  • Ensure that all supporting services are scoped and documented and that interfaces and dependencies between suppliers, supporting services and supplier processes are documented and agreed
  • Coordinate with Operations Team and vendor partners to maximize efficiency and occupancy while meeting service objectives (customer satisfaction, performance and budgetary)
  • Develop BPO statements of work and negotiate contracts
  • Support re-negotiations, penalties, and incentive governance
  • Management of contractual dispute resolution including but not limited to closed loop corrective action programs

 

Project Management

• • Develop and implement process redesigns transitioning from current state to future-state
  • Lead and participate in internal and vendor projects to ensure objectives are met, deliverables completed, and success measured
  • Support pilots and transformation initiatives

Experience & Qualifications:

Education:

• • Bachelor's Degree (or equivalent experience) in Business or related field

 

Experience:

• • 8+ years of experience spanning the following areas:
    • Experience working in a Contact Center Environment;
    • Experience working with internal stakeholders and vendors to build solutions;
    • Experience with influencing other teams/groups to gain critical support;
    • Strong time and project management experience

Languages:

• • Spanish

 

Software/Technical Skills

• • Advanced Knowledge of Contact Center Learning and Development and/or Quality Assurance training methods
  • Intermediate Knowledge of Incident Manager Software (ex :Oracle Service Cloud, Salesforce)
  • Intermediate Knowledge of Microsoft Office Suite (Word, PowerPoint, Excel, Outlook)
  • Intermediate Knowledge of Customer Service Telephony Software (ex: Five9)
  • Intermediate Knowledge of Learning Management Systems
  • Intermediate Knowledge of the Contact Center Service industry and best practice methodologies - P referred

 

Other Skills/Knowledge/Abilities

• • Strong written/verbal communication and good presentation skills (for both internal and external audience)
  • Strong interpersonal skills with a positive attitude
  • Strong problem solving & troubleshooting skills and the ability to exercise sound judgement in decision-making
  • Ability to orchestrate efforts from internal and outsourced teams to conduct and engage in meaningful conversations during weekly, monthly and quarterly
  • business reviews
  • Ability to lead, coach, and develop team members
  • Ability to manage and prioritize multiple projects while driving business outcomes

Additional Details for This Role:

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by your manager. #LI-Hybrid

 

 

Base Salary 

• The targeted base salary range for this position if based in TN will be $85,000 - $105,000 per year.
• The targeted base salary range for this position if based in NJ will be $100,000 - $125,000 per year.
• Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.

 

Additional Compensation

• • This position is eligible for a 15%bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
  • Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.