Support Vendor Operations Manager
仕事内容
Own day-to-day vendor performance across all support BPO partners, acting as the primary DRI for operational updates, issue resolution, and escalations.
Define and manage SLAs, KPIs, and quality scorecards; conduct regular business reviews to drive accountability.
Design scalable onboarding and enablement programs to ramp vendor agents on products, policies, and workflows.
Lead vendor sourcing, RFP processes, and contract structuring with Legal and Finance, including transitions and off-boarding planning.
Collaborate across Support Operations, Learning & Development, IT/Security, and Procurement to ensure readiness for launches and coverage changes.
Monitor spend and utilization, strengthen CSAT, quality, safety, and brand voice across the vendor footprint.
Define and manage SLAs, KPIs, and quality scorecards; conduct regular business reviews to drive accountability.
Design scalable onboarding and enablement programs to ramp vendor agents on products, policies, and workflows.
Lead vendor sourcing, RFP processes, and contract structuring with Legal and Finance, including transitions and off-boarding planning.
Collaborate across Support Operations, Learning & Development, IT/Security, and Procurement to ensure readiness for launches and coverage changes.
Monitor spend and utilization, strengthen CSAT, quality, safety, and brand voice across the vendor footprint.
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