CX Vendor Manager – Lead

🕒 Junho 8

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

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Roadie

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2014

🚗 Transporte

🛍️ Comércio Eletrônico

Transport • eCommerce • Logistics

A Roadie é uma plataforma de entregas crowdsourced que oferece serviço de entrega local no mesmo dia em todo os Estados Unidos. Como uma empresa da UPS desde 2021, oferece soluções de entrega confiáveis com uma rede de 200. 000 motoristas, possibilitando um transporte eficiente na última milha para várias indústrias, como varejo, e-commerce e saúde. Os serviços da Roadie incluem o manuseio de entregas de itens volumosos, processamento de devoluções e soluções de entrega para uma ampla gama de indústrias, incluindo bagagens aéreas, supermercados e suprimentos de construção. Sua plataforma suporta operações de entrega simplificadas com rastreamento em tempo real, disponibilidade 24/7/365 e integração API perfeita, tornando a Roadie uma solução ideal para empresas que buscam melhorar suas capacidades logísticas e de entrega.

Descrição

• Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors, ensuring alignment with Roadie’s CX goals • Lead and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management • Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service levels • Monitor and manage vendor performance, holding partners accountable to Roadie’s service delivery and quality expectations • Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results • Collaborate and align with Training & Quality to oversee initial and ongoing training and enablement requirements for all vendor partners. • Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns when needed • Oversee and coordinate vendor performance audits (regulatory, technical, security, risk, etc.) and communicate insights to Roadie leadership • Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals • Partner with Workforce Management to forecast capacity needs and allocate headcount across vendors • Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning • Owns risk management, including operational, contractual, and co-employment considerations

🎯 Requisitos

• 5+ years of experience managing Customer Support vendor relationships, including oversight of outsourced contact center operations across multiple geographies, time zones, and support functions • 5+ years of experience leading, coaching, or mentoring employees, with a track record of developing talent and driving performance • Demonstrated ability to hold vendor managers and BPO partners accountable to operational, quality, and customer experience goals • Strong experience partnering cross-functionally with Operations, WFM, Training, Quality, Product, and other key stakeholders • Highly analytical with experience using data to identify trends, improve performance, and drive business decisions • Excellent project management, organizational, and prioritization skills • Outstanding written and verbal communication skills with the ability to influence stakeholders at all levels • Self-motivated and solutions-oriented, with the ability to thrive in a fast-paced and evolving environment • Demonstrated success in launching, transitioning, and optimizing BPO operations • Strong working knowledge of Salesforce, Google Workspace, and Microsoft Office, and related business systems

🏖️ Benefícios

• 100% covered health insurance premiums for yourself • 401k with company match • Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) • Flexible work schedule with unlimited PTO • Monthly 3-day weekends • Monthly WFH stipend • Paid sabbatical leave- tenured team members are given time to rest, relax, and explore • The technology you need to get the job done