CX Vendor Manager

Jobgether; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive Base Salary

Job summary

Jobgether is seeking a CX Vendor Manager for a remote US-based role. You will lead a global network of outsourced CX providers, develop a team of Associate Vendor Managers, and drive performance, cost efficiency, and service quality across partners.

You will translate insights into actionable improvements, collaborate with cross-functional leaders, and report to executives. This position emphasizes talent development, stakeholder influence, and measurable business results while offering a remote

Qualifications

• Bachelor's degree in business, economics, communications, or related field, or equivalent practical experience.
• 6–8 years leading customer support projects including outsourced operations.

Responsibilities

• Lead a team of Associate Vendor Managers through coaching, feedback, and development.
• Plan recruitment, onboarding, and succession to balance coverage and delivery.
• Contribute to vendor strategy, objectives, and roadmaps.
• Oversee SLA/KPI delivery and staffing across BPO partners.
• Drive cross-functional programs to improve service quality and efficiency.
• Review invoices, manage escalations, and ensure billing accuracy.
• Translate performance data into practical improvement plans.
• Collaborate with CX, Operations, Product, Engineering, Training, and QA teams.
• Build strong vendor relationships and executive-level reporting.

Skills

People leadership

Analytical mindset

Communication & presentation

Project management

Strategic thinking

Collaboration & influence

Travel up to 25%

Education

Bachelor's degree in business/related field

Tools

Salesforce reporting

Job description

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: