Support Partner Manager
Owns support vendor relationships, commercial and operational governance, performance remediation, and scalable workforce-planning frameworks across internal and BPO teams. The role requires 5+ years of vendor or support operations experience, strong analytical rigor, and executive-level stakeholder management.
About the job
Responsibilities
- Own day-to-day oversight, relationship health, and executive-level accountability for multiple support vendors and BPOs.
- Define and manage SLA and KPI expectations, run weekly and quarterly business reviews, identify performance gaps, and drive structured remediation plans.
- Serve as the primary escalation point for vendor issues, including incidents, surge events, quality regressions, and continuity risks.
- Ensure vendors maintain strong operational controls and playbooks.
- Partner on contract levers, staffing commitments, service-scope changes, and operational cadences.
- Establish a Workforce Management (WFM) operating model across internal and BPO teams, including forecasting, capacity planning, staffing assumptions, and coverage standards.
- Create consistent weekly, monthly, and quarterly planning cadences tied to business drivers.
- Produce decision-ready reporting on vendor health, capacity risk, and scaling constraints, translating operational signals into leadership recommendations.
- Collaborate with User Operations, Systems and Tooling, Data, Product, and Program Management stakeholders to launch and scale workflows and programs.
Requirements
- 5+ years of experience in vendor or BPO operations management, support operations, or partner performance leadership in a scaled environment.
- Proven ability to run vendor governance, including QBRs, SLA/KPI design, escalation paths, remediation plans, and cross-functional stakeholder management.
- Experience with workforce planning approaches such as forecasting frameworks, capacity models, staffing strategies, and performance-to-plan systems across global, multi-site support operations.
- Strong analytical and operational rigor, including the ability to define assumptions, evaluate tradeoffs, and drive outcomes with data.
- Familiarity with support tooling and operational systems such as Salesforce Service Cloud or similar platforms.
- Strong communication skills and executive presence, with the ability to align stakeholders, negotiate priorities, and drive accountability across internal teams and external partners.
- Comfort operating in fast-paced, ambiguous environments and building new operating structures.
Nice-to-haves
- Exposure to WFM platforms and concepts such as NICE, Assembled, Calabrio, or Playvox.
- Experience translating operational needs into platform requirements and governance.
Compensation
- Annual salary: $216,000–$240,000.
Skills
Workforce Management, Forecasting, Capacity Planning, Staffing Strategy, Sla Management, Kpi Management, Vendor Governance, Bpo Operations, Salesforce Service Cloud, Nice, Assembled, Calabrio, Playvox, Data Analysis, Incident Response
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