CX Vendor Manager

Ladders; United States; Remote; USD 120,000 - 151,000; Full time

Benefits offered by this job

Remote work flexibility

Equity grants

Competitive compensation and benefits

Job summary

Ladders is seeking a CX Vendor Manager to lead vendor management within the customer experience organization. The role emphasizes performance, continuous improvement, and team development with remote US-based work.

You will partner with cross-functional stakeholders to strengthen support delivery, improve processes, and align service outcomes with business goals. Senior leadership will see progress and insights from your team.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• 6–8 years leading support projects and outsourcing ops.
• Experience coaching and developing teams for performance.
• Strong presenting skills to senior stakeholders.
• Analytical and data-driven with multi-priority capability.

Responsibilities

• Manage and develop a team of Associate Vendor Managers focused on performance and growth.
• Contribute to the CX vendor management strategy and rollout.
• Lead complex CX projects and programs end-to-end.
• Ensure vendor KPIs and SLAs are met while overseeing daily operations.
• Drive process improvements using data-driven insights.
• Partner with cross-functional teams to elevate customer experience.
• Deliver executive-level project updates and presentations.

Skills

Team leadership

Data-driven mindset

Strategic thinking

Excellent communication

Project management

Education

Bachelor's degree in business/economics/communications or related field

Job description

For our client, we are seeking a CX Vendor Manager to join the team of a leader in the Consumer Technology space.

This role will lead vendor management efforts within the customer experience organization, with a focus on operational performance, continuous improvement, and team development. The position will partner closely with cross-functional stakeholders to strengthen support delivery, improve processes, and ensure service outcomes align with key business goals. The successful candidate will also help shape team strategy and communicate progress and insights to senior leadership.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $120,000 – $151,000 annually

Responsibilities

• Manage and develop a team of Associate Vendor Managers, with a focus on performance and career growth
• Contribute to the vendor management team's strategy and implementation
• Lead complex projects and programs within the CX organization
• Ensure vendor performance meets KPIs and SLAs while overseeing day-to-day operations
• Drive continuous improvement in support processes using data-driven insights
• Partner with cross-functional teams to enhance customer experience
• Prepare and deliver executive-level presentations on projects

Qualifications

• Bachelor's degree in business, economics, communications, or a related field, or equivalent experience
• 6-8 years of experience leading support projects, including outsourcing operations
• Experience managing, coaching, and developing teams
• Strong communication skills for presenting complex information to senior stakeholders
• Exceptional analytical skills with a data-driven mindset
• Proven ability to manage multiple priorities in a fast-paced environment
• Strategic thinker with strong organizational skills

Benefits

• Remote work flexibility under the Flex First policy
• Eligibility for new hire equity grants and annual refresh grants
• Access to a highly competitive compensation and benefits package

Our client is an equal opportunity employer.