Vendor Operations & Governance Specialist
Manages vendor-operated contact center performance, governance, workforce alignment, and onboarding for API-driven support operations. Requires 5+ years of vendor or contact center operations experience and fluency in workforce management, performance governance, and SaaS support environments.
About the job
Responsibilities
- Own daily vendor operations, SLA compliance, quality scores, and site performance across partner-managed queues.
- Drive productivity, CSAT/CES, quality assurance, and average handle time performance.
- Lead vendor huddles, intraday performance tracking, and weekly business reviews.
- Establish monthly root-cause and action-plan processes to eliminate operational bottlenecks and customer friction.
- Conduct cross-site calibration sessions with Quality and Training teams.
- Serve as the primary operational contact for vendor leadership and establish accountability routines.
- Operationalize customer-focused values through daily routines, coaching, and onboarding.
- Audit site culture, agent sentiment, leadership-to-agent ratios, and attrition performance.
- Partner with Workforce Management to align headcount, ramp execution, and interval coverage with operational needs.
- Evaluate geographical talent pools and partner-site profiles for operational scaling or reallocation.
- Collaborate with vendor recruiting teams to refine candidate profiles for API-driven support and complex technical workloads.
- Ensure consistent new-hire and multi-skill onboarding, including training readiness and completion.
Requirements
- 5+ years of vendor site or contact center operations experience.
- Experience managing vendor relationships and multichannel support operations across a footprint of at least 100 FTE.
- Strong background in site audits, performance scorecards, calibration, continuous improvement, and structured governance routines such as QBRs and MBRs.
- Fluency in workforce management concepts including occupancy, shrinkage, and schedule adherence.
- Experience with developer-first or SaaS platforms, API-driven support workloads, and operational systems such as Zendesk, Twilio Flex, Looker, or Tableau.
- Ability to design cross-functional processes, workflows, SOPs, and standardization initiatives without direct authority.
- Ability to communicate complex operational data to executive leadership.
Compensation
- Estimated annual pay range of $116,960.00–$146,200.00 for eligible listed locations.
- May be eligible for equity and a corporate bonus plan.
- Benefits may include healthcare insurance, 401(k), paid sick and personal time off, and paid parental leave.
- Occasional travel may be required for project or team meetings.
Skills
Vendor Management, Contact Center Operations, Service Level Agreements, Workforce Management, Zendesk, Twilio Flex, Looker, Tableau, Quality Assurance, Root Cause Analysis, Performance Scorecards, Standard Operating Procedures, Api Support
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