Remote Vendor Performance & Optimization Lead

GFiber; Austin (TX); Remote; USD 119,000 - 191,000; Full time

Job summary

GFiber is seeking a Call Center Vendor Manager to establish and optimize outsourced operations for customer service. You will architect workflows, define KPIs, and drive daily execution with dashboards and reporting to improve vendor performance and customer experience.

In this IC role, you will manage cross-functional teams, partner with vendors, and lead continuous improvement initiatives. Travel 25% domestically is required, with a base US salary and bonus plan.

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5 years of ISP operations experience.
• 7 years of call center vendor management experience.
• Experience manipulating large data sets to drive performance.
• Willingness to travel 25% domestically.

Responsibilities

• Design, launch, and manage outsourced vendor operations with defined KPIs.
• Analyze vendor performance data, CSAT, and insights to drive improvements.
• Lead system design efforts and transition from legacy to new platforms.
• Create dashboards and weekly insights for leadership and partners.
• Hold regular vendor performance reviews and drive accountability.

Skills

Data analysis

Vendor management

Project management

Cross-functional teams

Education

Bachelor's degree

Tools

SQL

Google Sheets

Dashboards

Job description

GFiber is seeking a Call Center Vendor Manager to establish and optimize outsourced operations for customer service. You will architect workflows, define KPIs, and drive daily execution with dashboards and reporting to improve vendor performance and customer experience.

In this IC role, you will manage cross-functional teams, partner with vendors, and lead continuous improvement initiatives. Travel 25% domestically is required, with a base US salary and bonus plan.