Vendor Manager, AI-Driven BPO & CX Operations

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

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