Manager, Vendor Operations

The Manager, Vendor Operations oversees, leads and manages the relationship and operations of the 3rd-party Contact Center / BPO. This position works with internal stakeholders and vendor to build creative solutions for providing superior customer experience while ensuring value for money is obtained and vendors meet KPIs, Service Level Agreements (SLAs) and other business expectations. This role own end-to-end governance, performance, and accountability of outsourced contact center partners to ensure contractual compliance, operational excellence, customer experience outcomes, and cost efficiency—while serving as the primary liaison between internal stakeholders and leadership.