BPO Vendor Operations Manager

About the Role

The Global Support Organization (GSO) is the strategic business team that partners with Community Operations to deliver Customer Satisfaction across our Delivery, Mobility, and Platform Integrity verticals. Our goal is to fuel growth and client acquisition by optimizing BPO structures, scaling processes, and fostering strong vendor relationships across multiple markets and languages.

We constantly innovate by building new products, simplifying processes, and automating workflows to reduce defects and drive operational excellence. Whether supporting high-volume transactions or high-sensitivity escalations, we ensure our partner network delivers world-class support.

As a Vendor Manager, you will oversee the relationships with BPOs to ensure cost-efficiency and operational reliability. Your primary focus is to act as the direct point of contact for performance issues, using data-driven approaches to hold BPOs accountable to quality and delivery standards and ensure the business receives maximum value from its external partners without compromising on compliance or quality.

By combining high-level strategy with boots-on-the-ground observation, you will ensure that the BPOs aren't just meeting performance expectations, but are actively helping the business scale. Your role is as much about process improvement as it is about relationship management.

What the Selected Candidate Will Do

1. Translate business strategy into tactical, operational actions to ensure high-level goals are successfully executed on the ground.

2. Manage performance by rigorously actioning inconsistent results and implementing "back-to-health" plans to remediate underperformance.

3. Collaborate with internal stakeholders to optimize the operational footprint, balancing quality, cost, and performance objectives.

4. Conduct site visits and "on the floor" monitoring to verify compliance and ensure service delivery meets brand standards.

5. Provide high-value insights to leadership by identifying gaps in internal processes or tools and proposing actionable improvement opportunities.

Basic Qualifications

• Experience.- 6+ years of experience in operations consulting, corporate strategy, or similar roles.

• Travel.- Willingness to travel domestically and internationally up to 25% of the time.