Agent Enablement & Vendor Operations Manager

Super.com; Remote; CAD 80,000 - 110,000; Full time

Job summary

A leading tech company in Canada is seeking an experienced Manager for the Agent Enablement & Vendor Operations team. You'll lead a team of Performance Specialists, focusing on coaching strategies and managing BPO partner success. The ideal candidate will have significant experience in contact center operations and people leadership, leveraging AI and analytical skills to enhance performance and engagement. Our flexible, remote-first environment supports work-life balance while ensuring a competitive compensation package.

Benefits

Unlimited PTO

Weekly UberEats credits

Parental leave

Wellness budgets

Qualifications

• 5+ years in BPO/contact center operations, with 3+ years in a leadership role.
• Experience in coaching, QA, training, or vendor ops.
• Strong understanding of contact center workflows.
• Proven ability to manage BPO/vendor relationships.

Responsibilities

• Lead and develop a team of Performance Specialists.
• Own strategy and roadmap for coaching frameworks and recognition.
• Collaborate with teams to meet performance expectations.
• Analyze data to measure impact and iterate on programs.

Skills

BPO/contact center operations

People leadership

Analytical skills

Performance management

Communication skills

Tools

AI and CX tooling

BI tools

Job description

About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our team – so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.

We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About the role

This role will lead a high-impact pod within the Agent Enablement & Vendor Operations (AEVO) team, managing a group of Performance Specialists who support our BPO partners across Travel, Fintech (Super+), and niche LOBs. The Manager will own the strategy and execution of coaching, gamification, knowledge checks, and performance programs that directly influence CSAT, quality, and efficiency. You’ll work closely with Vendor Management, WFM, Training, Quality, and Product/Process teams to ensure initiatives are realistic, scalable, and grounded in contact center realities. This role is ideal for an ops-minded people leader who loves turning data and AI-powered insights into sustained behavior change on the floor.

About the team

The Agent Enablement & Vendor Operations (AEVO) team at Super.com is responsible for BPO partner success, agent enablement, escalation management, and cross-functional collaboration. This team is structured across Travel & Fintech verticals, ensuring deep subject matter expertise while maintaining flexibility and collaboration across functions. We connect strategy to what actually happens on the floor. AEVO is deeply hands‑on and data‑driven: we use QA, CSAT, operational metrics, and AI-powered tools like Loris.ai, Guru, Gemini, Glean, and ChatGPT to understand agent reality and design programs that improve performance, reduce friction, and protect the Super.com brand.

What you’ll be working on:

• Leading and developing a team of Agent Enablement & Vendor Operations Performance Specialists, including goal‑setting, coaching, and day‑to‑day prioritization.
• Owning the strategy and roadmap for coaching frameworks, gamification, recognition, and knowledge checks across BPO partners and lines of business.
• Partnering with Vendor Management and BPO leadership on performance expectations, scorecards, QBRs/WBRs, and follow‑through on improvement plans.
• Collaborating with WFM to align programs with staffing, scheduling, and SLA constraints so initiatives are impactful and operationally realistic.
• Working closely with Training, Quality, Process Optimization, and Escalation Ops to ensure performance programs support new launches, complex workflows, and CSAT goals.
• Using AI and data (QA, CSAT, WFM, coaching rubrics) to target interventions, measure impact, and iterate on programs for continuous improvement.
• Standardizing playbooks, templates, and reporting so performance programs are consistent, scalable, and easy for vendors and leaders to understand.

What we’re looking for:

• 5+ years in BPO/contact center or CX operations, including 3+ years in a people leadership role (managing QA, enablement, training, or vendor ops teams).
• Deep experience in agent performance enablement such as coaching, QA, training, gamification, or similar behavior‑change programs.
• Solid understanding of contact center orgs and workflows, including how WFM, QA, Training, Ops leadership, and Vendor Management interlock.
• Proven experience managing BPO/vendor relationships, including performance scorecards, QBRs/WBRs, and driving accountability for results.
• Strong analytical skills with experience using QA, CSAT/DSAT, WFM metrics, and BI tools to prioritize work and tell a clear performance story.
• Hands‑on experience with AI and CX tooling (for example Loris.ai, Guru, Gemini, Glean, ChatGPT, and CRM/QA platforms) in an operations or enablement context.
• Excellent communication and influence skills; comfortable driving change across multiple vendors, LOBs, and cross‑functional partners in a fast‑paced environment.

We’ve got you covered:

At Super.com, we believe in supporting our team so they can thrive—both at work and in life.

• Remote‑First Flexibility: Work from anywhere in the world and choose the hours that suit you best. We trust you to get great work done on your terms.
• Time to Recharge: Enjoy unlimited PTO, company‑wide recharge days, and annual team offsites.
• Everyday Perks: Weekly UberEats credits and travel discounts on SuperTravel help you enjoy the little things.
• Family‑Friendly Benefits: We support growing families with generous parental leave and a flexible return‑to‑work plan.
• Comprehensive Compensation: Competitive salary, equity options, annual bonus, retirement matching, and top‑tier benefits packages.
• Investing in You: Access to wellness budgets, personal development funds, and team‑level learning resources.

At Super.com, we are proud to leverage cutting‑edge artificial intelligence (AI) technology to make our hiring process smarter, faster, and more inclusive. By integrating AI tools into our recruitment, we enhance our ability to identify top talent efficiently while promoting fairness and consistency for every applicant.

Super.com is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify your Talent Acquisition Partner.