Senior CX Vendor Leader - Remote & Data-Driven

Jobgether; United States; Teletrabalho; USD 120 000 - 151 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work flexibility

Equity eligibility

Career development opportunities

Collaborative work environment

Inclusive culture

Comprehensive benefits

Resumo da oferta

Jobgether, on behalf of a partner, is seeking a CX Vendor Manager based in the United States to lead a global outsourced CX network. You will manage a team of Associate Vendor Managers and drive performance, strategic development, and continuous improvement of support services.

This remote opportunity emphasizes data-driven decision-making, cross-functional collaboration, and scalable vendor partnerships to deliver high-quality customer experiences. Travel up to 25% may be required as needed.

Qualificações

• Bachelor's degree in business, economics, communications, or related field, or equivalent practical experience.
• 6–8 years leading customer support projects, including outsourced operations.
• Experience coaching and developing teams; strong people-management skills.
• Strong analytical and data-driven mindset; interpret metrics and propose actions.
• Excellent written, verbal, and visual communication; presenting to senior stakeholders.
• Proven ability to manage multiple priorities and complex projects in a fast-paced environment.
• Strategic thinker with long-term perspective; ability to influence across teams.
• Collaborative and influential; ability to align stakeholders across organizational boundaries.
• Advanced degree or certifications in business management or project management are a plus.
• Familiarity with Salesforce reporting and case management is beneficial.

Responsabilidades

• Lead, coach, and develop a team of Associate Vendor Managers with clear performance expectations.
• Support recruitment, onboarding, and succession planning to balance coverage and delivery.
• Contribute to vendor management strategy and long-term roadmaps.
• Oversee SLA/KPI attainment and staffing for the BPO network.
• Lead complex CX initiatives and cross-functional programs for measurable improvements.
• Manage vendor escalations, action plans, and billing reviews.
• Use performance data to identify gaps and drive cost optimization.
• Collaborate with CX, Operations, Product, Training, and QA teams.
• Build relationships with vendor leadership and ensure process adherence.
• Prepare executive-level updates and performance reports.
• Balance strategic priorities with day-to-day operations.

Conhecimentos

People leadership

Vendor management

Analytical mindset

Data-driven decisions

Communication & presentation

Project management

Strategic thinking

Cross-functional collaboration

Influence & stakeholder management

Travel readiness

Formação académica

Bachelor's degree in business or related field

Advanced degree or certification (preferred)

Ferramentas

Salesforce reporting

Case management

Descrição da oferta de emprego

Jobgether, on behalf of a partner, is seeking a CX Vendor Manager based in the United States to lead a global outsourced CX network. You will manage a team of Associate Vendor Managers and drive performance, strategic development, and continuous improvement of support services.

This remote opportunity emphasizes data-driven decision-making, cross-functional collaboration, and scalable vendor partnerships to deliver high-quality customer experiences. Travel up to 25% may be required as needed.