Vendor Manager

IBM; Quezon City; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

IBM Consulting Philippines is seeking a Vendor Manager - BPO Operations to oversee performance, governance, and continuous improvement of multiple BPO vendors supporting a Telco organization. You will ensure high‑quality customer experiences across voice and digital channels, meet SLAs, and drive AI/GenAI enabled transformation in a global, multi‑vendor landscape.

The role partners with internal teams and external vendors to deliver operational excellence, cost efficiency, and innovative CX

Qualifications

• Bachelor’s degree required; MBA preferred.
• 3+ years in vendor/BPO/call center management.
• Experience in Telco or related high-volume customer operations.
• Experience managing offshore/nearshore vendors.
• Knowledge of digital channels and CX metrics.

Responsibilities

• Vendor Performance Management: monitor KPIs/SLAs and drive remediation.
• Operational Oversight: multi-channel delivery and CX consistency.
• AI / GenAI Enablement: deploy AI tools and measure outcomes.
• Relationship Management: executive-level vendor engagement.
• Financial & Contract Management: budgets, invoices, cost control.
• Continuous Improvement: process optimization and analytics.
• Governance & Reporting: maintain governance and provide leadership insights.

Skills

Strategic Thinking

Vendor Governance

Digital CX Expertise

AI/Innovation Leadership

Influencing & Negotiation

Operational Excellence

Education

Bachelor’s degree

MBA preferred

Master's Degree

Tools

CX platforms

CRM

Reporting tools

Job description

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

The Vendor Manager - BPO Operations is responsible for overseeing performance, governance, and continuous improvement of multiple BPO call center vendors supporting a telecommunications (Telco) organization. This role ensures delivery of high-quality customer experiences across voice and digital channels (chat, email, messaging), while meeting SLAs and driving AI/GenAI-enabled transformation. The Vendor Manager acts as a strategic liaison between internal teams and external partners, ensuring operational excellence, innovation, and cost efficiency.

Key Responsibilities

Vendor Performance Management

• Monitor vendor performance against KPIs and SLAs (CSAT, NPS, AHT, FCR, quality, digital responsiveness).
• Run governance (weekly/monthly/quarterly reviews) and enforce accountability.
• Drive remediation plans for underperformance.

Operational Oversight

• Oversee multi-channel BPO delivery (voice, chat, email, messaging/social).
• Ensure consistent CX across customer touchpoints.
• Support launches, migrations, and scaling.

AI / GenAI Enablement

• Partner with vendors to deploy AI/GenAI tools (chatbots, agent assist, summarization, knowledge tools).
• Ensure effective adoption and measurable outcomes (efficiency, resolution, CX).
• Govern responsible AI usage and compliance standards.
• Drive automation and self-service strategies.

Relationship Management

• Build executive-level vendor relationships.
• Act as escalation point for operational issues.

Financial & Contract Management

• Manage budgets, invoices, and cost optimization.
• Ensure adherence to contracts and SLAs.

Continuous Improvement

• Drive process optimization and standardization.
• Use analytics to identify trends and opportunities.

Governance & Reporting

• Maintain governance frameworks.
• Provide insights to leadership.

Preferred Education

Master's Degree

Required Qualifications

Required technical and professional expertise

• Bachelor’s degree required; MBA preferred.
• 3+ years in vendor/BPO/call center management.
• Experience in Telco or related high-volume customer operations.
• Experience managing offshore/nearshore vendors.
• Knowledge of digital channels and CX metrics.

Key Competencies

• Strategic Thinking
• Vendor Governance
• Digital CX Expertise
• AI/Innovation Leadership
• Influencing & Negotiation
• Operational Excellence

Success Metrics

• SLA/KPI achievement
• CSAT/NPS improvement
• Digital channel efficiency
• AI adoption impact (productivity, deflection)
• Cost management

Work Environment

• Cross-functional role across operations, procurement, CX and technology teams.
• Global coordination across time zones; travel as needed.

Preferred Technical And Professional Experience

• Strong analytics and data-driven mindset.
• Expertise in CX platforms, CRM, and reporting tools.
• Knowledge of both BPO and AI/GenAI applications in contact centers.
• Contract negotiation and vendor governance experience.