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Tier-1 employer, metro location, and broad cross-functional partner management skills increase applicant competition.
Role requires BPO/contact-center vendor experience and contact-center KPIs, limiting cross-industry transferability.
Explicit 8+ years leadership, BPO vendor experience, and KPI-driven delivery make hiring filters strict.
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Lead and manage multiple high-value external vendor partnerships, ensuring performance meets KPIs such as CSAT, AHT, and Issue Resolution.
Own and execute large-scale, cross-functional strategic initiatives impacting customer support delivery and operational scalability.
Drive data-driven insights and real-time staffing adjustments to optimize partner performance and service delivery.
8+ years of leadership experience in Vendor Partner Management, Customer Experience, Business Operations, Program Management, or Strategic Partnerships.
Proven experience managing BPO/vendor partnerships with performance management across senior stakeholders.
Familiarity with contact center KPIs and regular WBR/MBR performance review cadences.
Bachelor's degree required; MBA or advanced degree preferred.
Experienced leader skilled at managing complex, multi-stakeholder vendor partnerships focused on measurable performance outcomes.
Strong balance of strategic thinking and hands-on execution in fast-paced, evolving service delivery environments.
Data-driven decision-maker with deep analytical skills comfortable driving insights, risk management, and executive communication.