Vendor Manager, BPO Operations & AI Enablement

IBM; Philippines; On-site; PHP 900,000 - 1,900,000; Full time

Job summary

IBM Consulting's Vendor Manager – BPO Operations role drives vendor performance across telco call centers, ensuring high-quality CX via voice and digital channels with SLA compliance. The position partners with internal and external teams to enable AI/GenAI transformation and cost efficiency.

Ideal candidates bring 3+ years of vendor management, CX metrics expertise, and offshore/nearshore experience, with a Bachelor’s degree (MBA preferred) and strong negotiation skills to lead cross-functional

Qualifications

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

Responsibilities

• Vendor Performance Management: monitor vendor performance against KPIs and SLAs.
• Run governance reviews (weekly/monthly/quarterly) and enforce accountability.
• Drive remediation plans for underperformance.
• Operational Oversight: oversee multi-channel BPO delivery (voice, chat, email, messaging).
• Ensure consistent CX across customer touchpoints.
• Support launches, migrations, and scaling.
• AI / GenAI Enablement: partner with vendors to deploy AI/GenAI tools.
• Ensure adoption and measurable outcomes (efficiency, 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 and provide insights to leadership.

Skills

Vendor Governance

Strategic Thinking

Digital CX Expertise

Negotiation

Cross-functional Collaboration

Data Analytics

Education

Bachelor's Degree

MBA preferred

Job description

IBM Consulting's Vendor Manager – BPO Operations role drives vendor performance across telco call centers, ensuring high-quality CX via voice and digital channels with SLA compliance. The position partners with internal and external teams to enable AI/GenAI transformation and cost efficiency.

Ideal candidates bring 3+ years of vendor management, CX metrics expertise, and offshore/nearshore experience, with a Bachelor’s degree (MBA preferred) and strong negotiation skills to lead cross-functional