CX Vendor Manager

Jobgether; United States; Remoto; USD 120.000 - 151.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work flexibility

Equity eligibility

Career development opportunities

Collaborative work environment

Inclusive culture

Comprehensive benefits

Descrizione del lavoro

Jobgether, on behalf of a partner, is seeking a CX Vendor Manager based in the United States to lead a global outsourced CX network. You will manage a team of Associate Vendor Managers and drive performance, strategic development, and continuous improvement of support services.

This remote opportunity emphasizes data-driven decision-making, cross-functional collaboration, and scalable vendor partnerships to deliver high-quality customer experiences. Travel up to 25% may be required as needed.

Competenze

• Bachelor's degree in business, economics, communications, or related field, or equivalent practical experience.
• 6–8 years leading customer support projects, including outsourced operations.
• Experience coaching and developing teams; strong people-management skills.
• Strong analytical and data-driven mindset; interpret metrics and propose actions.
• Excellent written, verbal, and visual communication; presenting to senior stakeholders.
• Proven ability to manage multiple priorities and complex projects in a fast-paced environment.
• Strategic thinker with long-term perspective; ability to influence across teams.
• Collaborative and influential; ability to align stakeholders across organizational boundaries.
• Advanced degree or certifications in business management or project management are a plus.
• Familiarity with Salesforce reporting and case management is beneficial.

Mansioni

• Lead, coach, and develop a team of Associate Vendor Managers with clear performance expectations.
• Support recruitment, onboarding, and succession planning to balance coverage and delivery.
• Contribute to vendor management strategy and long-term roadmaps.
• Oversee SLA/KPI attainment and staffing for the BPO network.
• Lead complex CX initiatives and cross-functional programs for measurable improvements.
• Manage vendor escalations, action plans, and billing reviews.
• Use performance data to identify gaps and drive cost optimization.
• Collaborate with CX, Operations, Product, Training, and QA teams.
• Build relationships with vendor leadership and ensure process adherence.
• Prepare executive-level updates and performance reports.
• Balance strategic priorities with day-to-day operations.

Conoscenze

People leadership

Vendor management

Analytical mindset

Data-driven decisions

Communication & presentation

Project management

Strategic thinking

Cross-functional collaboration

Influence & stakeholder management

Travel readiness

Formazione

Bachelor's degree in business or related field

Advanced degree or certification (preferred)

Strumenti

Salesforce reporting

Case management

Descrizione del lavoro

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a CX Vendor Manager based in the United States.

As a CX Vendor Manager, you will lead the performance, strategic development, and continuous improvement of a global network of outsourced customer experience service providers. You will manage and develop a team of Associate Vendor Managers while ensuring that customers, shoppers, and retail partners receive consistently high-quality support. This role combines people leadership, vendor strategy, data-driven decision-making, and complex program management in a fast-paced, customer-focused environment. You will collaborate with cross-functional leaders to improve service quality, operational efficiency, and cost effectiveness across support operations. By translating performance insights into actionable improvements, you will help strengthen vendor partnerships and scale customer support capabilities. This remote opportunity is ideal for a strategic, analytical leader who thrives on developing talent, influencing stakeholders, and delivering measurable business results.

Accountabilities

• People Leadership and Development: Manage, coach, and develop a team of Associate Vendor Managers through goal setting, regular feedback, performance reviews, and career development. Establish clear expectations, encourage accountability, and foster a culture of ownership and continuous learning.


• Team Planning and Growth: Support recruitment, onboarding, and succession planning while allocating responsibilities and priorities to balance vendor coverage, project delivery, and individual development.


• Vendor Management Strategy: Contribute to the development and execution of vendor management strategies, functional objectives, and long-term roadmaps aligned with broader business priorities.


• Vendor Performance and Compliance: Oversee performance across the outsourced business process outsourcing (BPO) network, ensuring service-level agreements (SLAs), key performance indicators (KPIs), staffing requirements, and operational standards are consistently achieved. Manage day-to-day oversight through the vendor management team.


• Project and Program Management: Lead complex customer experience initiatives and cross-functional programs, partnering with both customer experience and non-customer experience teams to deliver measurable improvements.


• Escalation and Financial Oversight: Oversee vendor escalations, corrective action plans, and high-impact operational issues. Guide vendor onboarding and offboarding, review invoices, and ensure billing accuracy, compliance, and timely resolution of discrepancies.


• Data Analysis and Continuous Improvement: Use performance data and root cause analysis to identify service gaps, operational inefficiencies, and cost optimization opportunities. Coach team members to translate findings into practical improvement plans.


• Cross-Functional Collaboration: Partner with Customer Experience, Operations, Business Development, Product, Engineering, Training, and Quality Assurance teams to improve support delivery and customer outcomes.


• Vendor Relationship Management: Build productive relationships with vendor leadership, promote engagement and accountability, and ensure consistent adherence to processes, procedures, and quality standards across all partners.


• Executive Communication and Reporting: Prepare and deliver executive-level presentations, project updates, and performance reports. Help team members communicate findings and recommendations clearly to senior stakeholders.


• Operational Prioritization: Balance strategic initiatives with day-to-day operational demands, maintaining clear communication, effective project planning, and reliable follow-through in a dynamic environment.

Requirements

• Education: Bachelor's degree in business, economics, communications, or a related field, or equivalent practical experience.


• Relevant Experience: 6-8 years of experience leading customer support projects of varying size and complexity, including scaled customer support and/or outsourced operations.


• People Management: Demonstrated experience managing, coaching, and developing team members, with the ability to set expectations, provide constructive feedback, and support professional growth.


• Analytical and Reporting Skills: Strong analytical capabilities and a data-driven mindset, including the ability to interpret performance metrics, identify root causes, and develop actionable recommendations.


• Communication and Presentation: Excellent written, verbal, and visual communication skills, with experience presenting complex information and strategic recommendations to senior stakeholders.


• Project and Organizational Management: Proven ability to manage multiple priorities and complex projects in a fast-paced environment, develop effective project plans, and consistently deliver results.


• Strategic Thinking: Ability to make well-informed decisions with a long-term perspective, evaluate complex situations, and seek input from managers and peers when appropriate.


• Collaboration and Influence: Strong interpersonal skills and the ability to build relationships, align stakeholders, foster team engagement, and influence outcomes across organizational boundaries.


• Preferred Education and Certifications: An advanced degree or certification in business management, strategic planning, or project management is an advantage.


• Preferred Technical Experience: Familiarity with Salesforce reporting and case management is beneficial.


• Customer-Centric Mindset: A strong commitment to customer experience, operational excellence, and continuous improvement.


• Travel Availability: Willingness to travel domestically and internationally up to 25% of the time.


• Work Location: Ability to work remotely within the United States, with compensation determined by permanent work location.

Benefits

• Competitive Base Salary: Annual salary ranges vary by location:
  
  
  
  • California, New York, Connecticut, and New Jersey: $143,000-$151,000 USD
  
  
  • Washington: $137,000-$144,500 USD
  
  
  • Oregon, Delaware, Maine, Massachusetts, Maryland, New Hampshire, Rhode Island, Vermont, Washington, D.C., Pennsylvania, Virginia, Colorado, Texas, Illinois, and Hawaii: $131,000-$138,500 USD
  
  
  • All other states: $120,000-$126,500 USD
  
  


• Equity Compensation: Eligibility for a new-hire equity grant and annual equity refresh grants.


• Remote Work Flexibility: A flexible, remote-first work approach that allows employees to choose where they work while remaining connected through regular in-person events.


• Career Development: Opportunities to develop leadership capabilities, expand strategic expertise, and contribute to large-scale customer experience initiatives.


• Collaborative Work Environment: The opportunity to work with cross-functional teams and global service partners to drive meaningful operational improvements.


• Inclusive Culture: A commitment to fostering a diverse, respectful, and supportive workplace where people from different backgrounds and experiences can contribute.


• Additional Benefits: A comprehensive benefits package is offered, although specific healthcare, retirement, and paid leave details were not provided in the supplied job description.

We appreciate your interest and wish you the best!

Data Privacy Notice

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.