Global CX Vendor Ops Lead

Logitech; United States; Hybride; USD 120 000 - 180 000; Plein temps

Résumé du poste

Logitech is seeking an CX Operational Delivery Lead to drive efficiency across our global CX operations, focusing on vendor oversight and performance excellence initiatives. Based in India with a global scope, you will lead vendor partnerships, implement standards, and collaborate with regional CX teams to elevate service quality and customer satisfaction.

You will develop dashboards, monitor KPIs, and propagate best practices to ensure scalable, consistent delivery of customer care while

Qualifications

• 5–10 years of experience in managing BPO/vendor operations.
• Proven track record in operational excellence and customer experience improvements.
• Experience with global CX/vendor partnerships.
• Data-driven with KPI/SLA monitoring and dashboards.

Responsabilités

• Lead and oversee the operations of a key CX vendor, ensuring service delivery meets performance standards and business goals.
• Evaluate and manage vendor KPIs, performance agreements, and operational issue resolution to ensure smooth and consistent delivery of customer care services.
• Continuously collaborate with vendors to streamline processes, remove bottlenecks, and ensure alignment with Logitech's customer-focused methodologies.
• Prepare and execute periodic reviews, calibrations, and other performance assessments to identify areas for improvement and drive results.
• Serve as the main point of contact for vendor partnerships, ensuring day-to-day operational efficiency.
• Develop and implement global CX performance optimization standards based on findings and best practices established in operations.
• Partner with Logitech's global and regional CX teams to identify inefficiencies or gaps and implement systemic solutions to raise quality and consistency.
• Create and roll out performance dashboards, setting a global standard for metrics tracking and reporting across all partner teams.
• Foster knowledge-sharing between vendors globally to improve methodologies and benchmark performances.
• Collaborate with internal teams on CX strategy alignment, ensuring performance excellence contributes to Logitech's overall CX objectives.

Connaissances

Vendor management

KPI / SLA management

Data-driven decision making

Stakeholder communication

English proficiency

Formation

Bachelor's degree

Outils

Dashboards

Description du poste

Logitech is seeking an CX Operational Delivery Lead to drive efficiency across our global CX operations, focusing on vendor oversight and performance excellence initiatives. Based in India with a global scope, you will lead vendor partnerships, implement standards, and collaborate with regional CX teams to elevate service quality and customer satisfaction.

You will develop dashboards, monitor KPIs, and propagate best practices to ensure scalable, consistent delivery of customer care while