Manager, Vendor Operations Bilingual (English/Spanish)

Brother International Corporation; Bridgewater Township (NJ); On-site; USD 100,000 - 125,000; Full time

Benefits offered by this job

Comprehensive health benefits

401(k) with matching

Educational assistance

Bonus eligibility

Job summary

Brother International Corporation is seeking a Manager, Vendor Operations in Bridgewater Township, NJ. The role focuses on overseeing third-party contact center partners, ensuring their performance meets KPIs and SLAs, while also improving the customer experience.

This hybrid position allows for two remote workdays per week and offers a competitive salary of $100,000 - $125,000, along with bonuses and comprehensive benefits.

Qualifications

• 8+ years of experience in contact center environment.
• Expertise in partnership with vendors.
• Strong time and project management skills.
• Fluent in Spanish.

Responsibilities

• Manage vendor performance and compliance with SLAs.
• Lead a team in delivering complex client engagements.
• Ensure contract compliance and manage disputes.
• Support internal and vendor projects.

Skills

Communication

Presentation Skills

Problem-Solving

Project Management

Interpersonal Skills

Education

Bachelor’s Degree in Business or related field

Tools

Oracle Service Cloud

Salesforce

Microsoft Office

Five9

Job description

Role Overview

The Manager, Vendor Operations oversees the relationship and operations of third‑party contact center/BPO partners. The role collaborates with internal stakeholders, builds customer‑experience solutions, and ensures value for money while meeting KPIs, SLAs, and other business expectations.

Duties & Responsibilities

• Vendor/BPO Management: Manage quality of deliverables; hold vendor accountable for performance; own KPIs, SLAs, scorecards; conduct weekly, monthly, quarterly reviews; travel to vendor sites (up to 50%); identify trends; drive improvement and corrective actions; report monthly; evaluate contracts; serve as escalation owner.
• Team & Cross‑Functional Leadership: Lead a team delivering complex client engagements; develop team members; analyze data with stakeholders to improve processes; recommend policy enhancements; maintain stakeholder relationships; serve as primary point of contact; facilitate executive business reviews; coordinate training, quality, ops, IT, content.
• Contract Management: Ensure compliance with contract terms and SOWs; perform volume validations; coordinate invoice approvals; document interfaces; negotiate contracts; support renegotiations and penalties; manage dispute resolution.
• Project Management: Design process redesigns; lead internal and vendor projects; support pilots and transformation initiatives.

Experience & Qualifications

Education: Bachelor’s Degree or equivalent experience in Business or related field.

• Experience (8+ years): Contact center environment; partnership with vendors; influencing cross‑team support; time and project management.
• Languages: Spanish.
• Software/Technical Skills: Advanced knowledge of contact center learning and development/QA methods; intermediate knowledge of incident manager software (e.g., Oracle Service Cloud, Salesforce); Microsoft Office; customer service telephony software (e.g., Five9); learning management systems; contact center service industry best practices.
• Other Skills/Abilities: Strong communication and presentation; interpersonal; problem‑solving; judgment; orchestrating internal/outside teams; coaching; prioritization.

Additional Details for This Role

Hybrid role: up to two remote workdays per week subject to business needs.

Base Salary

• The targeted base salary range for TN: $85,000 – $105,000 per year.
• The targeted base salary range for NJ: $100,000 – $125,000 per year.

Additional Compensation

• Eligible for a 15% bonus at 100% of target, with potential higher based on company performance.
• Bonus awards are discretionary and require individual performance and corporate objectives.

Our Benefits

Comprehensive benefits including health, vision, dental, 401(k) with matching, educational assistance, and more.

Equal Opportunity Employer Statement

Brother International Corporation is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.