CX Vendor Operations & Workforce Manager

Tapstitch | Make fashion

New York (NY)

On-site

USD 80,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Competitive compensation and equity package

Medical, dental, and vision insurance

Opportunities for international travel

Job summary

An innovative fashion tech company is looking for a CX Vendor Operations & Workforce Manager to optimize its global CX delivery network. The right candidate will have 7-10 years of experience in CX operations and will be responsible for managing vendor relationships, ensuring performance metrics are met, and building scalable systems. The role includes periodic international travel and offers competitive compensation with a strong focus on quality service.

Qualifications

7-10 years of experience in CX operations or vendor management.
Proven track record of managing BPO partners.
Strong communication and negotiation skills.

Responsibilities

Own global CX delivery network and operational performance.
Manage relationships with external delivery partners.
Build and maintain performance governance systems.

Skills

Vendor management

Workforce planning

CX operations

Relationship building

Analytical skills

Tools

Excel

Tableau

Power BI

Job description

About Tapstitch

Tapstitch is an AI-powered fulfillment platform transforming how brands and creators design, produce, and deliver apparel. We're creating a new global standard for creative commerce—where technology, craftsmanship, and service excellence combine to deliver speed, quality, and care across every customer touchpoint.

Role Overview

The CX Vendor Operations & Workforce Manager is responsible for building, scaling, and optimizing Tapstitch's global CX delivery network; ensuring every partner, process, and performance metric upholds our promise of premium, efficient, and reliable service. You will own day‑to‑day and long‑term performance of all CX delivery partners (Tier 1‑3), manage the operational relationship with external teams, and ensure they consistently meet Tapstitch's standards for quality, responsiveness, and customer care.

You will also own global contact forecasting, workforce planning, and SLA protection, ensuring the right teams are staffed at the right time across vendors and in‑house teams. In close partnership with CX Excellence, you'll help ensure skills, staffing, and capacity align to Tapstitch’s growth trajectory.

This role is both strategic and deeply operational. You will anticipate volume swings, hiring needs, and seasonal patterns several quarters ahead, building a delivery engine that is resilient, scalable, and able to support new product launches, business expansion, and rapid growth.

Key Responsibilities

Global Vendor Oversight & Partnership Management
Serve as the primary owner of Tapstitch's CX vendor ecosystem across Tier 1‑3 BPO partners
Lead performance governance, QBRs, calibration routines, and ongoing communication across all partner sites
Work closely with BPO team leads, SMEs, and QA partners to identify friction, improve consistency, and elevate service quality
Ensure all vendors deeply understand and consistently deliver on Tapstitch's service philosophy, brand voice, and expectations of proactive, high‑touch service
Own onboarding and integration of new BPO partners, ensuring smooth ramp‑up into Tapstitch systems, workflows, and service culture
Hold vendors accountable to operational excellence through a balance of partnership, empathy, and high standards
Ensure vendors have clear visibility into performance expectations, policy changes, and business priorities
SLA Management, Capacity Planning & Workforce Optimization
Own SLA attainment across all vendor locations and support tiers, targeting ≥85% within SLA across response and resolution metrics
Build and maintain a rolling forecast by channel, tier, hour, and region to ensure accurate staffing and deployment
Track forecast vs. actuals weekly; publish gaps, risks, and recovery plans
Partner with vendor WFM teams to adjust schedules and optimize routing across BPOs and in‑house teams in real time
Design seasonal and surge staffing models, including flexible pools, overtime rules, and tiered escalation support
Partner with Finance and CX leadership to align headcount and staffing decisions with budget and strategic growth plans
Ensure vendor hiring pipelines, training schedules, and ramp plans support projected volume and SLA targets
Translate business growth, marketing campaigns, and product launches into proactive workforce strategies
Performance, Incentives & Accountability
Work with QA, Training, and vendor leadership to identify performance trends and build improvement plans
Integrate QA insights into coaching, training refreshers, and weekly vendor touchpoints
Build and maintain a performance governance system that tracks SLA, CSAT, NPS, QA, handle time, utilization, shrinkage, and staffing health
Develop vendor scorecards and QBR frameworks that drive focus, accountability, and continuous improvement
Identify early indicators of underperformance and lead cross‑functional action to address root causes quickly
Build incentive structures with vendors to motivate high performance and celebrate consistent excellence
Standardize performance routines (weekly scorecards, monthly reviews, QBRs) to ensure alignment across all sites
Cultural Programming & Engagement
Develop on‑ground and virtual cultural programming that strengthens connection between our BPO teams and Tapstitch's brand, mission, and creative DNA
Partner with onsite leadership teams to build interactive experiences such as showroom‑style product demonstrations, “create your own swag” contests, Tapstitch brand days, and hands‑on immersion sessions
Establish remote engagement rituals including anniversaries, performance celebrations, team spotlights, and creative challenges to reinforce belonging and pride in craftsmanship
Ensure cultural touchpoints are consistent across vendor sites and ladder up to our global CX and brand standards
Network Expansion & Operational Excellence
Define and refine the global CX delivery model, including tiered responsibilities and routing strategies between in‑house and outsourced teams
Lead operational improvement initiatives that reduce friction, increase productivity, and elevate customer experience
Support vendor adoption of AI, automation, and new tools to ensure consistent and efficient frontline delivery
Maintain full visibility into daily and weekly operational health across all locations; elevate risks quickly and propose clear action plans
Partner closely with CX Excellence and CX Strategy & Standards to ensure insights from vendors directly inform SOPs, training, and long‑term service design

North‑star metrics

SLA ≥85%, forecast accuracy, 95–105% staffed to demand, CSAT, first‑contact resolution, utilization, shrinkage, backlog levels, vendor teammate tenure, team satisfaction scores.

You’ll Thrive If You

Think like an operator with both detail‑orientation and strategic altitude
Are energized by building scalable staffing systems and predictable vendor performance
Love working with global teams and elevating BPO partners to world‑class performance
Take pride in making performance visible and using accountability to drive growth
Balance operational rigor with genuine passion for creating exceptional customer experiences

Requirements

7‑10 years of experience in CX operations, vendor management, or workforce planning in SaaS, ecommerce, retail, or global service organizations
Demonstrated success managing BPO partners and driving SLA, CSAT, and NPS improvements
Strong experience in workforce management, capacity modeling, and forecast‑to‑actual analysis
Deep understanding of CX performance metrics (NPS, CSAT, SLA, QA, AHT)
Proficiency in forecasting and analytics tools (Excel, Tableau, Power BI, or similar)
Strong communication, relationship building, and negotiation skills
Ability to balance high standards with strong cross‑functional partnership
Willingness to travel internationally for vendor audits, training, and alignment
Ability to work flexibly—our community isn’t limited to 9‑5

Travel Requirements

This role requires periodic international travel to support vendor performance, relationship building, and on‑site operational alignment.

Quarterly travel to our BPO partner sites, including regular trips to the Philippines and additional travel to new vendor locations as they come online
Travel will include vendor site visits, training alignment, quality audits, and leadership workshops
Estimated annual travel: 4‑6 international trips, typically 5‑7 days each, depending on business needs
Must be comfortable traveling independently, working across time zones, and representing Tapstitch with professionalism and operational rigor

Benefits