As a Support Vendor Manager, you will own the health, performance, and long-term scalability of multiple support partner and vendor relationships.
End-to-end vendor leadership: Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors/BPOs.
Performance management & remediation: Define and manage SLA/KPI performance expectations, run WBRs/QBRs, identify performance gaps…
Serve as the primary escalation point for vendor issues, including incident response, surge events, quality regressions, and continuity risks…
Commercial and operational governance: Partner on contract levers, staffing commitments, service scope changes, and operational cadences; ensure governance mechanisms produce measurable outcomes.
Proven ability to run vendor governance: QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
Awareness of and some experience with workforce planning approaches—e.g., forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems. across global, multi-site support operations.
Strong analytical and operational rigor: comfort working with data to define inputs/assumptions, evaluate tradeoffs…
Familiarity with support tooling and operational systems (e.g., Salesforce Service Cloud or similar), and comfort partnering with Systems/Tooling to implement scalable processes.
Experience: Mid-level · 5+ years · Job type: Full-time
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