Vendor Operations Supervisor

Job Description/Preferred Qualifications

• 10+ years of progressive experience in vendor operations management, with a strong focus on leading large scale contact center operations and managing strategic vendor relationships.
• Extensive experience working with BPO organizations, including oversight of outsourced contact center services, performance governance, and relationship management across multiple regions and vendors.
• Proven ability to lead and execute change management initiatives, including process transformations, platform implementations, and operating model changes within complex, global environments.
• Demonstrated success in developing, delivering, and maintaining training programs, enablement materials, and ongoing competency models to support both vendor teams and internal stakeholders.
• Strong experience managing complex escalations from internal and external customers, resolving high impact operational, service, or relationship issues with professionalism and urgency.
• Deep expertise in vendor performance management, including SLA/KPI definition, monitoring, continuous improvement planning, and driving accountability through structured governance forums.
• Exceptional ability to collaborate, communicate, and build trusted partnerships with internal teams, external vendors, and senior stakeholders across a matrixed organization.
• Strong leadership presence with the ability to influence without authority, align cross functional teams, and drive outcomes through clarity, data, and relationship based leadership.
• Highly effective written and verbal communication skills, with experience presenting operational insights, risks, and recommendations to executive level audiences.
• Demonstrated analytical and problem solving skills, with the ability to translate operational data into actionable insights and strategic decisions.
• Bachelor s degree in Business, Operations, or a related field or equivalent practical experience.

Minimum Qualifications

• 7+ years of experience in contact center operations, vendor operations, or service operations, with direct responsibility for day to day performance and delivery.
• Hands on experience managing external vendors, including performance monitoring, issue resolution, and ongoing operational collaboration.
• Demonstrated experience working with or within BPO organizations, supporting outsourced contact center or customer support operations.
• Proven ability to manage operational escalations from internal stakeholders and external customers, ensuring timely resolution and clear communication.
• Experience supporting or participating in change initiatives, such as process improvements, workflow changes, system implementations, or operational transitions.
• Experience contributing to or maintaining training materials, SOPs, or knowledge documentation for contact center or operational teams.
• Strong communication and collaboration skills, with the ability to work effectively across internal teams and external vendor partners.
• Ability to prioritize competing demands, make sound operational decisions, and maintain service continuity in a fast paced environment.
• Proficiency using contact center tools, case management systems, or operational reporting, with the ability to interpret performance data to support decisions.
• Bachelor s degree in Business, Operations, or a related field or equivalent practical experience.

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